**Job Title**: Live Chat Representative
**Company**: Hilton
**Location**: Kuala Lumpur, Kuala Lumpur, MY
**Job Type**: Full-Time
**Seniority Level**: Associate Level
**Years of Experience**: 3
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### Job Description
As a Live Chat Representative at Hilton, you will play a crucial role in delivering exceptional customer service to our guests. You will be responsible for promptly responding to inquiries, resolving issues, and providing support through our live chat platform. This position is ideal for someone who is resourceful and dedicated, with a passion for delivering an outstanding customer experience.
### Key Responsibilities
- **Customer Interaction**: Respond to customer inquiries via live chat in a timely and professional manner, ensuring a high level of customer satisfaction.
- **Issue Resolution**: Effectively resolve customer complaints and issues by applying problem-solving skills and utilizing available resources.
- **Information Gathering**: Collect and analyze customer data to identify trends, provide feedback to management, and enhance the overall customer experience.
- **Team Collaboration**: Work collaboratively with other departments, including sales, reservations, and customer service, to ensure a seamless customer journey.
- **Technical Support**: Provide guidance and troubleshooting assistance for customers regarding Hilton's online platforms and services.
- **Maintain Knowledge Base**: Stay updated on Hilton's services, promotions, and policies to provide accurate information to customers.
- **Performance Tracking**: Meet established performance metrics, including response time, customer satisfaction scores, and issue resolution efficiency.
- **Continuous Improvement**: Contribute to the development of best practices for live chat operations and participate in training sessions for new team members.
### Requirements
- **Education**: Bachelor's degree or equivalent in a related field is preferred.
- **Experience**: Minimum of 3 years of experience in customer service or similar roles, ideally within the hospitality industry or a customer-centric environment.
- **Technical Skills**: Proficient in using live chat software and other customer service tools. Familiarity with CRM systems is a plus.
- **Personality Traits**:
- Resourceful: Able to think critically and find effective solutions to challenges.
- Dedicated: Committed to achieving high standards in customer service and teamwork.
- **Soft Skills**:
- Teamwork: Ability to work effectively as part of a collaborative team.
- Problem-Solving: Strong analytical skills to diagnose issues quickly and propose effective solutions.
### Benefits
- Employee discounts on hotel stays and dining experiences.
- Travel and spending expenses for work-related activities.
- Retirement plan to secure your future.
### Working Environment
Join a pioneering company that embraces change and sets industry benchmarks. Hilton is committed to providing a fulfilling working environment that encourages professional growth and development.
### Application Deadline
Please submit your application by **October 29, 2024**.
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**Equal Opportunity Statement**
Hilton 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, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.