Live Chat Manager

Job Description:

PVH is seeking an experienced Live Chat Manager to join our team in Abu Dhabi, AE. As a mid-to-senior level position, the Live Chat Manager will be responsible for overseeing the day-to-day operations of our live chat support team, ensuring timely and accurate responses to customer inquiries.

Responsibilities: 1. Manage a team of live chat agents, including hiring, training, and performance evaluations. 2. Monitor live chat conversations to maintain quality standards and provide feedback for improvement. 3. Develop and implement strategies to maximize efficiency and effectiveness of live chat support. 4. Collaborate with other departments to ensure seamless communication between live chat support and other customer service channels. 5. Analyze data and metrics to identify trends and opportunities for improvement in live chat support performance. 6. Stay up-to-date on industry best practices and technologies to continuously improve the live chat support experience. 7. Handle escalated customer inquiries and provide solutions in a professional and timely manner. 8. Develop and maintain training materials for live chat agents, ensuring they have the tools and knowledge to succeed in their roles.

Requirements: 1. 8 years of experience in a customer service or related field, with at least 2 years in a managerial capacity. 2. Motivated and resourceful individual with a strong work ethic. 3. Excellent teamwork and collaboration skills. 4. Strong analytical skills and the ability to interpret data to drive decision-making. 5. Proven track record of meeting and exceeding KPIs in a fast-paced customer service environment. 6. Experience with live chat software and customer service platforms. 7. Bachelor's degree in Business Administration or a related field preferred.

Benefits: 1. Paid overtime opportunities. 2. Company-provided transportation. 3. Life insurance coverage.

Working Environment: At PVH, we foster an environment where technology is harnessed to drive innovation and efficiency. Our team is dedicated to providing exceptional customer service and support to our valued customers.

Equal Opportunity Statement: PVH is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other legally protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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