Contact Center Officer

Job Description:

We are seeking a dynamic and adaptable Contact Center Officer to join our team at Hilton in Kuala Lumpur. As a Contact Center Officer, you will be responsible for providing exceptional customer service to our guests over the phone, email, and other communication channels. You will handle reservations, inquiries, and complaints, ensuring that every guest interaction is positive and memorable.

Responsibilities: 1. Respond to customer inquiries and resolve issues in a professional and timely manner. 2. Assist guests with making reservations, cancellations, and changes to existing bookings. 3. Process payments and refunds accurately and efficiently. 4. Utilize innovative techniques to enhance customer experience and satisfaction. 5. Maintain a high level of communication with other departments to ensure seamless guest service. 6. Adhere to company policies and procedures to uphold the Hilton brand standards. 7. Stay updated on hotel amenities, promotions, and events to provide accurate information to guests. 8. Collaborate with team members to achieve departmental goals and targets. 9. Provide feedback and suggestions for improvement to enhance the overall guest experience. 10. Perform other duties as assigned by the Contact Center Manager.

Requirements: 1. Minimum of 4 years of experience in a customer service role. 2. Excellent communication skills, both written and verbal. 3. Ability to adapt to changing priorities and work under pressure. 4. Reliable and trustworthy, with a strong work ethic. 5. Innovative mindset with a focus on continuous improvement. 6. Strong computer skills, including proficiency in Microsoft Office and reservation systems. 7. Knowledge of hospitality industry practices and trends is a plus. 8. Must be able to work a flexible schedule, including weekends and holidays.

Benefits: - Company transportation provided for night shifts. - Paid overtime opportunities. - Paid Time Off (PTO) for vacation and sick days.

Working Environment: At Hilton, we believe in building strong connections and treating our colleagues like an extended family. We encourage a collaborative and inclusive work environment where everyone's contributions are valued and respected.

Deadline to apply: May 17, 2024

Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. 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.