**Job Title: Online Customer Support Officer**
**Company: Hilton**
**Location: Johor Bahru, Johor, MY**
**Job Type: Full-time**
**Seniority: Entry Level**
**Years of Experience: 1**
---
### Job Overview:
As an Online Customer Support Officer at Hilton, you will be at the forefront of our commitment to excellence in customer service. You will be responsible for providing exceptional support to our guests via various online channels, ensuring their inquiries are addressed promptly and efficiently. This role is pivotal in maintaining Hilton's reputation as a leader in hospitality, managing guest expectations, and enhancing their overall experience.
### Key Responsibilities:
- **Customer Interaction**: Respond to customer inquiries via email, live chat, and social media platforms in a professional and engaging manner. Ensure that all communications are clear, concise, and maintain the Hilton brand's voice.
- **Issue Resolution**: Investigate and resolve customer complaints or issues efficiently and effectively, employing strong problem-solving skills while maintaining a positive attitude.
- **Information Sharing**: Provide accurate information regarding Hilton's services, policies, and promotions to enhance the customer experience and foster loyalty.
- **Feedback Collection**: Actively solicit feedback from customers about their experiences and services, and relay this information to relevant departments to improve operations.
- **Documentation**: Maintain detailed records of customer interactions, issues, and resolutions in the company's CRM system to enhance service delivery and track patterns.
- **Collaboration**: Work closely with team members and other departments to ensure a seamless customer experience. Share knowledge, best practices, and provide project management support for team initiatives.
- **Continuous Learning**: Stay updated on Hilton's services, policies, and procedures, as well as industry trends to provide the best possible support to customers.
- **Goals and Reporting**: Meet performance targets and prepare regular reports on customer satisfaction, response times, and feedback trends for management review.
- **Culture Contribution**: Promote a culture of teamwork and proactive service within the department, instilling a sense of ownership and responsibility.
### Requirements:
- **Educational Background**: A degree or higher education in Hospitality Management, Business Administration, or related fields is preferred but not mandatory.
- **Experience**: A minimum of 1 year of experience in customer service or support roles, preferably in the hospitality sector, showcasing adaptability in a fast-paced environment.
- **Personality Traits**:
- **Adaptable**: Ability to adjust to changing demands and work under pressure while maintaining a positive approach.
- **Reliable**: Dependable and trustworthy with a strong sense of responsibility towards tasks and commitments.
- **Essential Soft Skills**:
- **Problem-solving**: Strong analytical skills to resolve issues efficiently and a proactive approach to customer needs.
- **Project Management**: Basic understanding of managing multiple priorities and tasks to meet deadlines and objectives.
- **Technical Skills**: Proficiency in using customer service software, Microsoft Office Suite, and an understanding of CRM systems.
- **Languages**: Proficient in English; proficiency in Malay and additional languages is an advantage.
### Benefits:
- **Relocation Allowance**: Financial support to assist with your move to Johor Bahru if required.
- **Company Transportation**: Convenient transportation options to and from work.
- **Retirement Plan**: A comprehensive retirement plan that supports your long-term financial goals.
### Working Environment:
At Hilton, we cultivate a sense of ownership and responsibility at every level. We believe that empowering our team members is key to achieving success and providing unparalleled service to our guests.
### Application Deadline:
Please submit your application by October 29, 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 all individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.
---
Apply today to be a part of our dedicated team at Hilton and help shape memorable experiences for our guests!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.