**Job Title:** Remote Chat Support Manager
**Company:** Hilton
**Location:** Quezon City, NCR, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
---
### Job Description
Join Hilton, a leading global hospitality company, as a **Remote Chat Support Manager**. In this pivotal role, you will be responsible for overseeing our virtual customer support team, ensuring excellence in service delivery and customer satisfaction. As the primary point of contact for chat support operations, you will lead initiatives that drive efficiency, enhance client engagement, and uphold the Hilton brand standards.
### Key Responsibilities
- **Team Leadership and Development:**
- Lead, mentor, and develop a team of chat support agents to optimize their performance and professional growth.
- Conduct regular performance reviews and provide constructive feedback.
- Foster a culture of continuous improvement through training and development programs.
- **Operational Management:**
- Oversee daily chat support operations, ensuring timely resolution of customer inquiries and issues.
- Implement best practices that enhance the efficiency of chat processes and the overall customer experience.
- Develop and maintain performance metrics, dashboards, and reports to track team performance and identify improvement areas.
- **Quality Assurance:**
- Monitor chat interactions to ensure adherence to quality standards and brand guidelines.
- Establish quality assurance protocols and conduct regular reviews to maintain high service standards.
- Identify trends in customer interactions to proactively address underlying issues.
- **Collaboration and Communication:**
- Work closely with cross-functional teams, including marketing, product development, and sales, to ensure customer feedback is systematically integrated into service improvements.
- Facilitate communication between chat support and related departments to enhance product knowledge and customer service experience.
- **Customer Advocacy:**
- Champion the voice of the customer by gathering and analyzing feedback, and acting as an advocate for customer needs.
- Develop and implement strategies for improving customer satisfaction and loyalty.
- **Process Improvement:**
- Identify areas for operational efficiency, streamline processes, and implement solutions to enhance productivity.
- Conduct regular assessments of chat software and tools, making recommendations for enhancements and upgrades as necessary.
- **Reporting and Analysis:**
- Generate and present reports on chat support performance, customer satisfaction metrics, and team effectiveness to upper management.
- Utilize data-driven insights to formulate strategies for improvement.
### Requirements
**Education and Experience:**
- Bachelor's degree in Business, Communication, or a related field.
- A minimum of 8 years experience in customer service support roles, with at least 3 years in a managerial position.
**Skills and Competencies:**
- **Personality Traits:**
- Driven and motivated to achieve personal and team objectives.
- Adaptable to changing circumstances and able to pivot quickly to meet business needs.
- **Soft Skills:**
- Strong negotiation skills to mediate customer complaints and drive resolution.
- Proven leadership abilities to inspire and manage a diverse team.
- **Technical Skills:**
- Proficiency in using chat support software and CRM tools.
- Familiarity with data analysis tools and performance metrics assessment.
### Benefits
- Competitive salary with performance-based incentives.
- Vision insurance to support your eye health.
- Free food during work hours to promote a healthy work environment.
- A joining bonus as a warm welcome into our Hilton family.
### Working Environment
Hilton promotes a workplace culture that values equality and fairness for all employees. We believe in creating an inclusive environment where everyone feels respected and valued, and we encourage diverse perspectives to contribute to our innovation and success.
### Application Deadline
Please submit your application by **October 2, 2024**.
---
### Equal Opportunity Statement
Hilton is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at Hilton are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage all individuals to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
