**Job Title: Remote Call Center Specialist**
**Company: Hilton**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Position Overview:**
Hilton is seeking a dedicated and energetic Remote Call Center Specialist to be part of our global team. As a member of the call center, your primary responsibility will be to provide exceptional customer service experiences to our guests while assisting them with inquiries, bookings, and any challenges they may encounter. You will contribute to creating memorable stays for guests while promoting Hilton's standards of excellence in hospitality.
**Key Responsibilities:**
1. **Customer Support:**
- Respond promptly and professionally to incoming calls, emails, and chat inquiries from guests and potential customers.
- Handle reservations, cancellations, and modifications while ensuring an accurate and efficient booking process.
- Assist guests with inquiries ranging from general information about Hilton properties, amenities, and services to specific questions regarding their bookings.
2. **Problem Resolution:**
- Employ critical thinking skills to addresses guest complaints and issues, ensuring satisfactory resolutions while adhering to Hilton's policies and procedures.
- Provide accurate information regarding hotel services, rates, and availability.
3. **Communication and Documentation:**
- Maintain clear and concise communication with guests and internal teams, updating records accurately in the customer management system.
- Document all guest interactions and feedback to improve service quality and operational processes.
4. **Sales and Promotion:**
- Understand and promote Hilton's services, special offers, and loyalty programs to increase booking conversions.
- Identify opportunities for upselling and cross-selling Hilton's services and accommodations.
5. **Quality Assurance:**
- Uphold Hilton's commitment to delivering high-quality service in every interaction, ensuring guest satisfaction.
- Participate in training sessions to stay updated on product knowledge, company policies, and customer service best practices.
6. **Time Management:**
- Efficiently manage workloads while handling multiple inquiries, ensuring timely responses and follow-ups.
- Prioritize tasks based on urgency and guest needs to optimize service delivery.
**Requirements:**
- **Education & Experience:**
- A minimum of 3 years of experience in call center operations or customer service.
- High school diploma or equivalent; a degree in hospitality or a related field is a plus.
- **Technical Skills:**
- Proficient in using call center software, CRM systems, and Microsoft Office Suite.
- Familiarity with hotel management systems is advantageous.
- **Personality Traits:**
- Energetic and resourceful with a passion for delivering exceptional customer service.
- Ability to stay calm and composed under pressure and navigate challenging situations.
- **Soft Skills:**
- Strong time management skills, with an ability to prioritize effectively.
- Excellent critical thinking skills to analyze situations and develop appropriate solutions.
- **Availability:**
- Flexibility to work varied shifts, including evenings, weekends, and holidays as needed.
**Benefits:**
- Competitive salary with profit-sharing opportunities.
- Company transportation support.
- Employee discounts on Hilton properties and services.
- Inclusive work environment with a commitment to growth and development.
**Working Environment:**
We prioritize quality in all aspects of our work, products, and services. Join us in creating extraordinary experiences for our guests and fostering a vibrant team environment.
**Deadline to Apply:**
Applications will be accepted until **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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
