**Job Title:** Chat Support Assistant
**Company:** Hilton
**Location:** Kuala Lumpur, Kuala Lumpur, MY
**Job Type:** Full-time
**Seniority:** Associate Level
**Years of Experience:** 3
### Job Description
At Hilton, we are committed to delivering exceptional customer service and creating memorable experiences for our guests. We are currently seeking a dedicated and enthusiastic **Chat Support Assistant** to join our dynamic team in Kuala Lumpur. The ideal candidate will have a genuine passion for hospitality, excellent communication skills, and a resolute focus on providing outstanding support via our chat platform.
### Key Responsibilities
- **Customer Engagement:**
- Serve as the first point of contact for guests through our chat support platform by addressing inquiries, providing information about hotel services, and assisting with bookings.
- Develop a deep understanding of Hilton's services and promotions to effectively communicate offerings and resolve guest issues.
- **Problem Resolution:**
- Investigate and resolve guest complaints and issues quickly and effectively, ensuring a positive experience for every guest.
- Collaborate with various hotel departments to ensure that any guest issues are resolved in a timely manner.
- **Project Management:**
- Assist in coordinating and managing special projects related to guest engagement strategies, including promotional campaigns and guest feedback initiatives.
- Analyze and report on guest interactions to identify trends and areas for improvement, contributing to process enhancements.
- **Team Cooperation:**
- Work collaboratively with other members of the chat support team to streamline communication and improve the overall service process.
- Provide constructive feedback to management on chat support workflows and potential improvements.
- **Performance Monitoring:**
- Track and report on key performance metrics, including response times, guest satisfaction scores, and resolution rates.
- Maintain a high standard of professionalism and adherence to company policies while engaging with guests.
- **Training and Development:**
- Participate in training sessions to stay updated on service standards, new features, and best practices in customer support.
- Mentor new team members by sharing knowledge and fostering a supportive team environment.
### Requirements
**Education:**
- Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field preferred.
**Experience:**
- A minimum of 3 years experience in a customer service role, preferably in the hospitality industry.
- Proven experience in chat or online support environments is highly desirable.
**Skills and Competencies:**
- **Technical Skills:**
- Proficient in using chat support software and customer relationship management (CRM) tools.
- Strong computer skills, with the ability to learn new software quickly.
- **Personality Traits:**
- Confident in interactions with guests and team members.
- Reliable, with a keen attention to detail and personal accountability.
- **Soft Skills:**
- Demonstrated project management abilities, showing initiative and accountability in driving successful outcomes.
- Excellent cooperation skills, with the ability to work well within a team and support collective goals.
**Working Environment:**
- Embrace your creative side in a culture that values fresh ideas and inventive solutions. We encourage our team members to share their innovative thoughts and contribute to enhancing our guest experience.
### Benefits
- **Employee Discounts:** Enjoy discounts on Hilton accommodations globally for you and your family.
- **Parental Leave:** Comprehensive parental leave policies to support work-life balance.
- **Gym Membership:** Access to fitness and wellness programs to promote a healthy lifestyle.
**Deadline to Apply:** ********
### Equal Opportunity Statement
Hilton is an equal opportunity employer and values diversity in our workforce. We celebrate differences and are committed to creating an inclusive environment for all employees. We welcome applications from everyone, regardless of race, gender, age, sexual orientation, disability, or any other dimension of diversity.
Join us at Hilton, where every guest is treated like family and every employee is a valued part of our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.