Call Center Assistant

Job Description:

The Call Center Assistant at Hilton in Johannesburg, Gauteng, ZA will be responsible for providing exceptional customer service to guests and clients through phone calls, emails, and other forms of communication. This position requires a driven and confident individual who possesses excellent strategic planning and communication skills.

Responsibilities: 1. Answering incoming calls and responding to customer inquiries in a professional and courteous manner. 2. Providing information about hotel services, amenities, and promotions to guests. 3. Assisting with reservations, cancellations, and changes to existing bookings. 4. Resolving guest complaints and escalating issues to management when necessary. 5. Maintaining accurate records of all customer interactions in the call center database. 6. Collaborating with other departments to ensure guest requests are fulfilled in a timely manner. 7. Participating in ongoing training and professional development opportunities provided by Hilton. 8. Adhering to company policies and procedures to ensure a high level of customer satisfaction. 9. Meeting set performance targets for call resolution, customer satisfaction, and upselling opportunities. 10. Handling any other duties assigned by the Call Center Manager.

Requirements: 1. Minimum of 3 years of experience in a customer service or call center role. 2. Strong communication skills, both verbal and written. 3. Ability to think strategically and problem-solve effectively. 4. Must be driven and confident in handling customer inquiries and resolving issues. 5. Proficiency in using call center software and Microsoft Office applications. 6. Availability to work part-time hours, including weekends and holidays. 7. High school diploma or equivalent required; additional education or certifications are a plus.

Benefits: 1. Training & professional development opportunities to enhance your skills and advance your career. 2. Paid overtime for any additional hours worked beyond your regular schedule. 3. Travel & spending expenses covered for any required business trips or training sessions. 4. Embrace a culture that challenges norms and encourages bold thinking in a supportive and inclusive working environment.

Equal Opportunity Statement: Hilton is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. All qualified applicants will receive consideration for employment without regard to these factors.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.