**Job Title:** Online Customer Success Specialist
**Company:** Hilton
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
Hilton is seeking an engaging and dynamic Online Customer Success Specialist to join our team in George Town, Penang. This part-time position is ideal for someone who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences. As an Online Customer Success Specialist, you will be responsible for fostering strong relationships with our customers, ensuring their success with our products and services, and driving customer satisfaction.
**Key Responsibilities:**
1. **Customer Engagement & Relationship Management:**
- Proactively engage with customers through various online channels including chat, email, and social media to provide support and assistance.
- Develop a deep understanding of customer needs, goals, and pain points to tailor support and ensure a seamless experience.
- Establish strong relationships with customers to encourage loyalty and advocacy for the Hilton brand.
2. **Onboarding & Training:**
- Guide new customers through the onboarding process, ensuring they have the necessary resources and knowledge to use our services effectively.
- Conduct training sessions and provide detailed product information to enhance customer understanding and utilization.
3. **Customer Feedback & Advocacy:**
- Collect customer feedback and insights to identify trends, issues, and potential areas for improvement.
- Advocate for customer needs within internal teams and collaborate on solutions that enhance the customer experience.
4. **Issue Resolution:**
- Address customer inquiries, concerns, and complaints promptly and effectively.
- Utilize problem-solving skills to resolve issues and escalations in a timely manner while providing a positive customer experience.
5. **Performance Tracking & Reporting:**
- Monitor customer satisfaction metrics and analyze data to measure success, identify areas for improvement, and report findings to management.
- Implement strategies to improve customer retention, engagement, and overall satisfaction.
6. **Collaboration & Teamwork:**
- Work collaboratively with cross-functional teams including sales, marketing, and product development to enhance the overall customer experience.
- Participate in team meetings, contributing insights and suggestions for process improvements and customer satisfaction initiatives.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communication, Marketing, or a related field is preferred.
- **Experience:** A minimum of 4 years of experience in customer service, customer success, or a similar role, preferably in a digital or online environment.
- **Personality Traits:**
- Energetic and passionate about customer success and satisfaction.
- Confident communicator with a proactive approach to customer engagement.
- **Soft Skills:**
- Strong persuasion skills to advocate for and engage customers effectively.
- Excellent cooperation skills to work collaboratively with team members and internal stakeholders.
- **Technical Skills:** Proficiency in CRM software, online communication tools, and data analysis.
- **Availability:** Must be able to work flexible hours, accommodating different time zones for customer engagement.
**Benefits:**
- Relocation allowance for qualified candidates
- Disability insurance to support you and your family's health
- Retirement plan to secure your financial future
**Working Environment:**
Join Hilton in a dynamic workplace that values teamwork, fosters innovation, and champions shared success. Our focus is on creating a collaborative atmosphere where all employees contribute to achieving our goals.
**Application Deadline:**
Please submit your application before October 15, 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 qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
