**Job Title:** Remote Live Chat Specialist
**Company:** Hilton
**Location:** Antipolo, Calabarzon, PH
**Job Type:** Full-time
**Seniority Level:** Associate Level
**Years of Experience:** 3
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**Job Description:**
Hilton is seeking a dedicated and enthusiastic Remote Live Chat Specialist to join our exceptional customer service team. As a pivotal member of our organization, you will play a crucial role in creating memorable experiences for our guests by providing real-time support and assistance through live chat channels. Your expertise will contribute to our mission of delivering outstanding service and fostering a welcoming atmosphere that reflects the values of Hilton.
**Responsibilities:**
- Deliver exceptional customer service through live chat and messaging platforms, ensuring a positive guest experience.
- Quickly respond to customer inquiries, concerns, and requests regarding hotel services, reservations, and amenities.
- Maintain a thorough understanding of Hilton's products, loyalty program, promotions, and current offerings to effectively assist customers.
- Proactively identify customer needs and provide tailored solutions through strategic planning and effective problem-solving techniques.
- Manage multiple conversations simultaneously while maintaining high standards for response accuracy and professionalism.
- Collaborate with various departments, such as reservations, housekeeping, and events, to obtain information necessary for addressing customer inquiries.
- Document guest interactions in customer relationship management (CRM) software for tracking and analysis purposes.
- Exhibit resilience by effectively managing customer complaints, offering appropriate solutions, and following up to ensure satisfaction.
- Participate in training programs to stay informed on product updates, service enhancements, and company policies.
- Offer feedback to team leads regarding live chat metrics and suggest ways to improve the customer experience.
- Contribute to team goals and participate in team-building activities to foster a cohesive working environment.
**Requirements:**
- Bachelor's degree or equivalent experience is preferred.
- A minimum of 3 years of experience in a customer service role, specifically involving live chat or similar digital communication.
- Excellent written communication skills with a focus on clarity and professionalism.
- Resourceful and proactive approach to problem-solving, able to work effectively with minimal supervision.
- Resilient mindset with the ability to handle stressful situations and maintain composure when dealing with challenging customers.
- Strong strategic planning skills to anticipate customer needs and drive solutions proactively.
- Proficient in using live chat software, CRM tools, and other digital communication platforms.
- Ability to work independently in a fast-paced environment, managing time and priorities effectively.
- Flexibility to work varied shifts, including weekends and holidays, based on business needs.
**Benefits:**
- Competitive salary and travel & spending expenses reimbursement.
- Paid overtime for extra hours worked.
- Vision insurance to support your health and wellness.
**Working Environment:**
At Hilton, we harness technology to drive innovation and efficiency, creating a comfortable and collaborative work environment. Our Remote Live Chat Specialists work from home and benefit from a flexible schedule while collaborating with a dynamic team committed to excellent service.
**Deadline to Apply:** ********
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**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, sex, national origin, disability, or veteran status. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.