**Job Title:** Online Web Chat Manager **Company:** Hilton Worldwide Holdings **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6 --- **Job Description:** Hilton Worldwide Holdings, a leading global hospitality company, is seeking an experienced and dynamic Online Web Chat Manager to join our team in Dunedin, Otago, NZ.
This part-time position requires a highly motivated and driven individual who possesses a wealth of expertise in online customer engagement.
The ideal candidate will thrive in a fast-paced environment and demonstrate a commitment to upholding Hilton's standards of excellence in service.
**Key Responsibilities:** 1.
**Web Chat Management:** - Oversee the daily operations of the online web chat support team.
- Develop and implement a strategy for efficient online communication with customers to enhance their experience and satisfaction.
- Act as the primary point of contact for escalated web chat inquiries, ensuring timely resolution and follow-up.
2.
**Team Leadership:** - Recruit, train, and mentor web chat team members, fostering a culture of excellence and accountability.
- Conduct regular performance reviews and provide constructive feedback to enhance team efficiency and productivity.
3.
**Customer Engagement:** - Monitor interactions to ensure compliance with company policies and standards, while also promoting a positive and welcoming atmosphere.
- Analyze customer feedback and data to identify areas of improvement and implement necessary changes to enhance service quality.
4.
**Strategic Planning:** - Collaborate with marketing and operations teams to integrate promotions and key campaigns into web chat interactions.
- Develop innovative strategies for engaging customers, driving inquiry resolution, and increasing overall conversion rates.
5.
**Analytical Reporting:** - Utilize analytical tools to track and report on web chat performance metrics, providing insights to upper management on trends and opportunities for improvement.
- Identify and mitigate risks associated with online customer interactions.
6.
**Collaboration Across Departments:** - Work closely with IT and digital marketing teams to ensure chat platforms are optimized for user experience.
- Engage in cross-departmental initiatives that align with Hilton's goals and objectives.
**Requirements:** - **Experience:** - Minimum of 6 years in customer support or a related field, with at least 3 years in a managerial role or team lead position.
- Proven experience in e-commerce or hospitality-related sectors is a significant advantage.
- **Education:** - Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Technical Skills:** - Proficient in customer relationship management (CRM) software, chat platforms, and data analysis tools.
- Familiarity with digital marketing strategies and technologies.
- **Personality Traits:** - Driven and motivated to achieve personal and team goals.
- Passionate about delivering exceptional customer experiences.
- **Soft Skills:** - Strong project management skills with the ability to prioritize tasks effectively.
- Creativity to develop new strategies and initiatives to improve service delivery.
- **Communication Skills:** - Excellent verbal and written communication skills, with a keen eye for detail.
- Ability to manage high-volume chat interactions while maintaining a friendly and professional demeanor.
**Benefits:** - Travel opportunities to explore Hilton destinations and experience hospitality first-hand.
- Vision insurance to support eye health and wellbeing.
- Company transportation options to facilitate easy travel to various locations.
**Working Environment:** At Hilton, we strive for excellence and uphold high standards in all endeavors.
Our team is committed to delivering exceptional service, fostering innovation, and supporting one another in achieving our collective goals.
**Application Deadline:** Applications will be accepted until October 27, 2024.
We encourage interested candidates to apply early.
**Equal Opportunity Statement:** Hilton Worldwide Holdings 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.
Join us in creating a welcoming environment where everyone feels valued.
--- *If you are an enthusiastic, customer-focused professional looking to take on a meaningful role within a globally recognized brand, we invite you to apply for the position of Online Web Chat Manager.
*How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.