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**Job Title:** Web Chat Manager **Company:** Phillips 66 **Location:** Zurich, Kanton Zurich, CH **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience:** 5
### Job Description:
Phillips 66 is seeking a dedicated and hardworking Web Chat Manager to join our team in Zurich, Kanton Zurich. As a pivotal member of the customer service team, you will be responsible for overseeing the web chat operations to ensure timely and effective engagement with our customers. If you have a passion for delivering exceptional customer service and can foster a positive and productive working environment, we want to hear from you!
### Key Responsibilities:
- **Management of Web Chat Operations:** Oversee day-to-day web chat operations, ensuring that all inquiries are handled promptly and efficiently. Develop a strategy for managing chat volumes, peak times, and staff allocation. - **Team Leadership:** Lead, train, and mentor a team of web chat agents to provide exemplary customer service. Conduct regular performance evaluations and provide constructive feedback to enhance team capabilities. - **Response Strategy Development:** Create and continuously refine responses for chats, ensuring that customer inquiries are resolved effectively and consistently. Develop FAQs and knowledge base articles for agents. - **Data Analysis and Reporting:** Analyze chat interactions and generate reports on performance metrics, customer feedback, and trends. Use data-driven insights to identify areas for improvement in service quality and operational efficiency. - **Collaboration with Cross-Functional Teams:** Work closely with marketing, sales, and technical teams to gather information and provide feedback that contributes to enhanced customer engagement strategies. - **Technology Management:** Ensure that all web chat systems and technologies are functioning optimally. Work with IT and vendor partners to troubleshoot and resolve any technical issues that may arise. - **Customer Experience Enhancement:** Proactively seek feedback from customers to improve chat processes and overall customer experience. Implement changes based on feedback and maintain a customer-focused mindset. - **Compliance and Best Practices:** Ensure adherence to company policies, procedures, and compliance requirements while promoting best practices in customer service.
### Requirements:
- **Experience:** Minimum of 5 years in a customer service, web chat management, or related role, with a strong understanding of online communication tools and best practices. - **Educational Background:** A Bachelor’s degree in Communication, Business Administration, or a related field is preferred. - **Dedicated & Hardworking:** A proven track record of dedication and hard work in previous roles, demonstrating a commitment to excellence in customer service.
- **Problem-Solving:** Exceptional problem-solving skills with the ability to think critically and offer solutions under pressure.
- **Adaptability:** Strong adaptability skills to handle changing priorities and new challenges in a fast-paced environment.
- **Communication Skills:** Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
- **Technical Proficiency:** Familiarity with web chat platforms, CRM systems, and data reporting tools.
### Benefits:
- Free food at the workplace. - Comprehensive training and professional development opportunities. - Paid sick leave to ensure your health and well-being.
### Working Environment:
At Phillips 66, we empower our employees to take ownership and make impactful decisions. We believe in fostering a collaborative and innovative work culture where employees can thrive, contribute ideas, and drive positive change.
### Application Deadline:
Please submit your application by **September 27, 2024**.
Phillips 66 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.
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