**Job Title:** Online Customer Care Associate
**Company:** Hilton
**Location:** Davao City, Davao, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**Job Overview:**
As an Online Customer Care Associate at Hilton, you will play a pivotal role in ensuring that customers have a seamless and pleasant experience while engaging with our brand online. This position requires a driven and hardworking individual with excellent communication and persuasive skills. You will be responsible for addressing customer inquiries, resolving issues, and providing top-notch service to enhance the Hilton brand's reputation in the online space.
### Key Responsibilities:
1. **Customer Interaction:**
- Engage with customers via chat, email, and social media platforms, providing prompt and courteous responses to their inquiries.
- Understand customer needs and preferences to offer personalized assistance, thereby enhancing customer satisfaction.
2. **Issue Resolution:**
- Identify and resolve customer complaints and issues in a timely, empathetic manner while ensuring first-contact resolution whenever possible.
- Collaborate with various departments to ensure that customer concerns are addressed and resolved effectively.
3. **Product Knowledge:**
- Maintain up-to-date knowledge of Hilton's products, services, and promotions to provide accurate information and assistance to customers.
- Assist customers with booking inquiries, loyalty programs, and troubleshooting technical issues related to online reservations.
4. **Reporting and Feedback:**
- Collect and document customer feedback for continuous improvement of services and processes.
- Prepare reports on common customer issues and trends, providing insights to leadership for service enhancement.
5. **Training and Development:**
- Participate in ongoing training programs to enhance product knowledge and customer service skills.
- Share best practices and insights with team members to foster a collaborative working environment.
6. **Community Engagement:**
- Participate in corporate social responsibility initiatives organized by Hilton, contributing to community welfare and brand reputation.
### Requirements:
**Education and Experience:**
- Bachelor's degree in Business Administration, Hospitality, Communications, or a related field.
- A minimum of 4 years of relevant customer service experience, preferably in the hospitality or tourism industry.
**Personality Traits:**
- Driven: A proactive individual who takes initiative and strives for excellence.
- Hardworking: A committed professional with a strong work ethic, willing to go the extra mile.
**Soft Skills:**
- Persuasion: Ability to effectively influence customers' decisions and behavior positively.
- Presentation: Strong verbal and written communication skills for presenting information clearly to customers.
**Technical Skills:**
- Proficiency in utilizing customer relationship management (CRM) software, online communication tools, and social media platforms.
- Basic knowledge of hotel booking systems and online payment processes is preferred.
### Benefits:
- **Gym Membership:** Access to Hilton's fitness facilities to encourage a healthy lifestyle.
- **Retirement Plan:** Opportunities for financial security, including options for a retirement savings plan.
- **Paid Time Off (PTO):** Generous paid time off policy to promote work-life balance.
### Working Environment:
At Hilton, we foster a supportive and engaging work environment dedicated to giving back to the community through various corporate social responsibility initiatives. We believe in creating a workplace where our employees can thrive both personally and professionally.
### Application Process:
Interested candidates are encouraged to submit their applications by the deadline of **October 5, 2024**.
**Equal Opportunity Statement:**
Hilton is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
