**Job Title:** Online Customer Success Assistant
**Company:** Hilton
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
### Job Description
**Overview:**
Join Hilton as a dedicated and passionate Online Customer Success Assistant, where you will play a pivotal role in fostering customer satisfaction and loyalty in our online platforms. This part-time position in George Town offers an exciting opportunity to be part of a globally recognized brand that values inclusivity, mentorship, and professional growth.
### Key Responsibilities:
- **Customer Engagement**: Interact with customers through online channels, responding promptly to inquiries, resolving issues, and providing information about Hilton services and offerings.
- **Customer Relationship Management**: Build and maintain strong relationships with customers, understanding their needs and preferences to enhance their experience with Hilton.
- **Problem Resolution**: Utilize strong problem-solving skills to assess customer issues and develop effective solutions, ensuring a high level of customer satisfaction.
- **Feedback Collection**: Gather and analyze customer feedback to identify trends, and share insights with the team to improve services and meet customer expectations.
- **Team Collaboration**: Work closely with other team members and departments (e.g., marketing, product development) to ensure a seamless customer experience.
- **Educational Presentation**: Prepare and present information to customers about Hilton loyalty programs, promotions, and new services, enhancing their understanding and engagement.
- **Performance Tracking**: Assist in tracking and analyzing customer success metrics and reports, providing insights on performance against key success indicators.
- **Training Support**: Participate in training sessions to develop skills necessary for effective customer service and solution delivery within the Hilton ecosystem.
- **Mentorship Encouragement**: Actively engage in the company's culture of mentorship, seeking opportunities to learn from colleagues and share knowledge with others.
### Requirements:
- **Experience**: Minimum of 3 years of experience in customer service, with a strong emphasis on online support and relationship management.
- **Education**: Bachelor's degree in Business, Hospitality Management, or a related field is preferred.
- **Personality Traits**:
- Dedicated: Demonstrate a commitment to providing exceptional service to our customers.
- Passionate: Show enthusiasm for the hospitality industry and a genuine desire to help others.
- **Soft Skills**:
- **Problem-Solving**: Proven ability to think critically and resolve customer issues effectively and efficiently.
- **Presentation Skills**: Strong ability to present information clearly and persuasively, adapting the message for different audiences.
- **Technical Skills**: Proficiency in CRM software, Microsoft Office Suite, and familiarity with online customer support platforms.
- **Communication Skills**: Excellent verbal and written communication abilities in English. Proficiency in additional languages will be an advantage.
### Benefits:
- **Company Equipment**: All necessary equipment will be provided to enable you to perform your job effectively.
- **Life Insurance**: Comprehensive life insurance policy to protect you and your family.
- **Paid Time Off (PTO)**: Enjoy a flexible PTO policy that supports work-life balance.
### Working Environment:
Hilton fosters an inclusive environment focused on developing leaders and mentors within the organization. We value diversity and are dedicated to cultivating an atmosphere that welcomes different perspectives and backgrounds to enhance our hospitality services.
**Application Deadline:** September 24, 2024.
**Equal Opportunity Statement:**
Hilton is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds regardless of race, gender, age, sexual orientation, or physical ability.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
