**Job Title:** Remote Web Chat Representative
**Company:** Hilton
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**About Hilton:**
At Hilton, we believe in the power of hospitality. We are dedicated to creating exceptional experiences for our guests and supporting our team members in their professional growth. We are located in beautiful George Town, Penang, and are proud to promote equality and fairness for all employees.
**Job Overview:**
We are looking for a confident and reliable Remote Web Chat Representative to join our dynamic team. In this role, you will be the first point of contact for our guests, providing exceptional customer service through web chat platforms. Your ability to communicate effectively, present information clearly, and work well within a team will be essential to your success in this position.
**Key Responsibilities:**
- **Customer Engagement:** Respond to guest inquiries via web chat in a timely and professional manner, providing accurate information related to Hilton's services, amenities, and policies.
- **Problem Resolution:** Identify and resolve customer issues effectively, handling complaints with empathy and professionalism to enhance guest satisfaction.
- **Information Preparation:** Provide guests with detailed information regarding reservations, room availability, and hotel locations, ensuring clarity and ease of understanding.
- **Collaboration:** Work closely with other team members to share insights and strategies to improve customer service quality and increase guest retention.
- **Data Entry:** Accurately input guest queries and feedback into the customer management system and track important interactions for future reference.
- **Feedback Collection:** Encourage guests to share their experiences and feedback while proactively suggesting improvements based on common inquiries or concerns.
- **Performance Metrics:** Meet departmental key performance indicators related to response time, resolution rate, and guest satisfaction scores.
- **Continuous Improvement:** Stay updated on the latest Hilton offerings and promotions to ensure you provide guests with well-informed suggestions and updates.
**Requirements:**
- **Experience:** A minimum of 4 years in a customer service or chat support role, preferably within the hospitality industry.
- **Education:** A high school diploma or equivalent is required; a bachelor's degree in a related field is preferred.
- **Technical Skills:** Proficient in using web chat software and customer relationship management (CRM) systems. Familiarity with standard office software such as Microsoft Office Suite.
- **Personality Traits:** Must be confident and reliable, demonstrating a strong sense of responsibility and commitment to service excellence.
- **Soft Skills:** Strong presentation skills to clearly convey information, effective teamwork abilities to collaborate with others, and a proactive approach to problem-solving and communication.
**Benefits:**
- Vision insurance
- Free food at the workplace
- Paid sick leave
**Working Environment:**
We promote equality and fairness for all employees and strive to create a diverse and inclusive workplace where everyone feels valued.
**Apply Now:**
Take the next step in your career by joining Hilton as a Remote Web Chat Representative. Please submit your application by October 21, 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.
