**Job Title**: Live Chat Assistant
**Company**: Hilton
**Location**: George Town, Penang, MY
**Job Type**: Part-Time
**Seniority**: Associate Level
**Years of Experience**: 4
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### **Job Description**
As a Live Chat Assistant at Hilton, you will play a crucial role in ensuring that our guests receive the highest level of service, addressing inquiries and resolving issues in real-time through our live chat platform. This position demands a proactive approach to customer engagement and a keen ability to communicate effectively, combining your expertise in hospitality with empathetic customer service.
**Key Responsibilities:**
- **Customer Interaction**: Engage with customers via live chat to provide timely and accurate information regarding hotel services, facilities, amenities, and local attractions.
- **Issue Resolution**: Identify and troubleshoot customer issues, providing effective solutions and follow-up communication to ensure full resolution.
- **Information Management**: Maintain and update customer records and details in our systems while ensuring data privacy and integrity.
- **Collaboration**: Work closely with other departments, including Front Desk, Housekeeping, and Maintenance, to facilitate smooth operations and communicate customer needs effectively.
- **Feedback Collection**: Encourage guests to share feedback on services and use insights to propose improvements in operational practices.
- **Sales Support**: Promote hotel offerings, upselling services and amenities where appropriate to enhance the guest experience and drive revenue.
- **Best Practice Adherence**: Follow established protocols and procedures to ensure consistency and uphold Hilton's standards in service delivery.
- **Stay Informed**: Keep abreast of Hilton's products, promotions, and protocols to ensure you can provide accurate and relevant information to guests.
- **Performance Metrics**: Meet and exceed key performance indicators (KPIs) relating to customer satisfaction and response times.
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### **Requirements**
**Educational Background**:
- Bachelor's degree in Hospitality Management, Communications, or a related field preferred.
**Experience**:
- A minimum of four years of experience in customer service or a similar role, ideally in the hospitality industry.
**Technical Skills**:
- Proficient in using chat software, CRM systems, and Microsoft Office Suite.
- Experience with data entry and maintaining customer databases.
**Personality Traits**:
- **Adaptable**: Ability to thrive in a dynamic work environment and adjust to changing customer needs.
- **Driven**: A self-motivated individual who aims for excellence in every interaction.
**Soft Skills**:
- **Critical Thinking**: Demonstrated ability to analyze issues, assess solutions, and make informed decisions.
- **Project Management**: Ability to oversee tasks, manage time effectively, and ensure successful completion of responsibilities.
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### **Benefits**
- **Training & Professional Development**: Access to ongoing training and resources to enhance your professional skills.
- **Paid Time Off (PTO)**: Enjoy a flexible leave policy to promote work-life balance.
- **Parental Leave**: Comprehensive support for new parents.
### **Working Environment**
At Hilton, we embrace a culture that challenges norms and encourages bold thinking. We believe in fostering an environment where all team members can contribute their unique perspectives and ideas, driving the collective success of our brand.
**Deadline to Apply**: October 6, 2024
**Equal Opportunity Statement**: Hilton is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. All employment decisions are made without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, veteran status, or any other protected characteristic.
Join Hilton and become part of a team that values excellence, drives innovation, and is dedicated to providing a memorable experience for our guests!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
