Web Chat Manager

Job Description:

As a Web Chat Manager at ABB Sweden, you will be responsible for overseeing and managing the web chat platform to provide excellent customer service and support. You will work closely with a team of chat agents to ensure that customer inquiries are handled efficiently and effectively. Your main goal will be to continuously improve the customer experience through the web chat channel.

Responsibilities: 1. Manage a team of chat agents, including training, coaching, and performance evaluations. 2. Monitor chat conversations to ensure quality and compliance with company standards. 3. Develop and implement strategies to improve response times and customer satisfaction. 4. Analyze chat data to identify trends and opportunities for improvement. 5. Collaborate with other departments, such as customer service and IT, to resolve technical issues and improve processes. 6. Stay up-to-date on industry trends and best practices in web chat management. 7. Prepare reports and present insights to senior management.

Requirements: 1. Bachelor's degree in business, marketing, or a related field. 2. Minimum of 8 years experience in customer service or contact center management, with at least 3 years in web chat management. 3. Strong communication and interpersonal skills. 4. Proven track record of driving results and meeting KPIs. 5. Ability to work independently and make decisions under pressure. 6. Project management experience preferred. 7. Fluent in English and Swedish.

Personality traits: - Driven - Dedicated

Soft skills: - Decision-making - Project management

Benefits: - Paid overtime - Paid sick leave - Visa sponsorship

Working environment: At ABB Sweden, we value teamwork and collaboration. We strive to build strong connections within our team, treating each other like an extended family. As a Web Chat Manager, you will have the opportunity to work in a supportive and empowering environment.

Deadline to apply: 2024-07-22

Equal Opportunity Statement: ABB Sweden is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. All qualified applicants will receive consideration for employment.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.