Job Description:
We are looking for a dedicated and energetic Web Chat Manager to join our team at Hilton. This is a remote work position based in San Jose, California. As a Mid-to-Senior Level professional with at least 7 years of experience, you will be responsible for managing all aspects of our web chat platform to ensure exceptional customer service and engagement.
Responsibilities:1. Manage and oversee the web chat platform, including monitoring chat queues, responding to customer inquiries, and resolving any issues promptly.2. Develop and implement strategies to improve chat efficiency, customer satisfaction, and overall performance.3. Analyze chat data and customer feedback to identify trends, opportunities, and areas for improvement.4. Collaborate with cross-functional teams to optimize chat processes, workflows, and technology integrations.5. Train and mentor chat agents to deliver exceptional service and support company initiatives.6. Stay current on industry trends, best practices, and emerging technologies related to web chat management.
Requirements:1. Bachelor's degree in a related field or equivalent work experience.2. 7+ years of experience in web chat management or customer service roles.3. Strong analytical and research skills to gather and interpret data effectively.4. Excellent communication and interpersonal skills to collaborate with team members and interact with customers.5. Ability to work independently and prioritize tasks in a fast-paced environment.6. Proficiency in chat platform software and tools.7. Previous experience with CRM systems is a plus.
Benefits:1. Medical coverage2. Employee discounts3. Parental leave
Working Environment:At Hilton, we nurture an entrepreneurial atmosphere, even within an established organization. You will have the opportunity to innovate, make an impact, and contribute to our success while working remotely in a dynamic and collaborative team environment.
Equal Opportunity Statement:Hilton is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, or disability status. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable laws.
Deadline to Apply: May 15, 2024
If you meet the requirements and are passionate about delivering exceptional customer experiences through web chat, we encourage you to apply for the Web Chat Manager position at Hilton. Join us in creating memorable experiences for our guests and being a part of our innovative team.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
