Web Chat Manager

Job Description:

As the Web Chat Manager at Navient in Abu Dhabi, you will be responsible for overseeing and managing all aspects of the company's web chat platform. This part-time role requires a mid-to-senior level professional with at least 6 years of experience in a similar role.

Responsibilities: 1. Manage a team of web chat agents, ensuring they deliver excellent customer service and meet performance targets. 2. Develop and implement web chat strategies to improve customer engagement and satisfaction. 3. Monitor and analyze web chat conversations to identify trends and make recommendations for improvement. 4. Collaborate with other departments to ensure a seamless customer experience across all channels. 5. Train and coach web chat agents on best practices for effective communication and problem-solving. 6. Stay up-to-date on industry trends and best practices in web chat management. 7. Handle escalated customer issues and provide resolution in a timely manner. 8. Conduct regular performance reviews and provide feedback to team members. 9. Collaborate with IT and marketing teams to optimize the web chat platform for maximum efficiency and effectiveness.

Requirements: 1. Bachelor's degree in a related field. 2. 6+ years of experience in web chat management or a similar role. 3. Strong communication and leadership skills. 4. Dedication and passion for delivering excellent customer service. 5. Adaptability and attention to detail. 6. Ability to work in a fast-paced environment and handle multiple priorities. 7. Proficiency in Microsoft Office and web chat software. 8. Fluency in English and Arabic is preferred.

Benefits: 1. Visa sponsorship for eligible candidates. 2. Retirement plan options. 3. Dental insurance coverage.

Working Environment: At Navient, we have a strong focus on exceeding customer expectations and delivering delight. We value teamwork, communication, and a customer-centric approach in everything we do.

Deadline to Apply: Please submit your application by July 4, 2024.

Equal Opportunity Statement: Navient is an equal opportunity employer and is committed to providing a diverse and inclusive workplace for all employees. 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 without regard to these factors.

How to apply:

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