Web Chat Manager

Job Description:

We are looking for a talented and experienced Web Chat Manager to join our team at Swiss International Air Lines in Zurich. As the Web Chat Manager, you will be responsible for overseeing and managing all aspects of our web chat customer service platform. You will play a crucial role in ensuring that our customers receive high-quality and efficient service through online chat.

Responsibilities: 1. Manage a team of web chat agents to ensure timely and accurate responses to customer inquiries. 2. Monitor chat volumes and workloads to ensure adequate coverage and respond to peaks in customer demand. 3. Develop and implement best practices for web chat customer service, including training materials and performance metrics. 4. Analyze chat data and customer feedback to identify areas for improvement and implement strategies to enhance the customer experience. 5. Collaborate with other departments, such as Marketing and IT, to ensure seamless integration of web chat with other customer service channels. 6. Stay up-to-date on industry trends and advancements in web chat technology to continuously improve our service offerings.

Requirements: 1. Bachelor's degree in a related field or equivalent experience. 2. Minimum of 6 years of experience in customer service or a related field, with at least 2 years of experience managing a web chat team. 3. Strong leadership skills and the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Energetic personality and resourceful problem-solving abilities. 6. Strong time management skills and the ability to adapt to changing priorities. 7. Proficiency in Microsoft Office and web chat software. 8. Fluent in English and German (additional languages a plus).

Benefits: 1. Profit sharing opportunities. 2. Travel and spending expenses reimbursement. 3. Vision insurance coverage.

Working Environment: At Swiss International Air Lines, we strive for a harmonious workplace where collaboration and respect prevail. We value diversity and inclusion and encourage all team members to contribute their unique perspectives and ideas.

Equal Opportunity Statement: Swiss International Air Lines is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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