Job Description

Job Overview

We are seeking a dedicated Chat Support Associate to join our customer service team. The ideal candidate will be responsible for providing excellent real-time customer support via chat for our hotel chain. You will assist guests with inquiries, bookings, reservations, and other customer service-related tasks to ensure a smooth and pleasant experience.

Key Responsibilities :

• Handle Live Chats : Manage and respond to guest inquiries and concerns via chat in a timely and professional manner.
• Provide Information : Assist customers with hotel services, room availability, rates, special offers, and other queries.
• Resolve Issues : Troubleshoot and resolve guest concerns related to reservations, cancellations, special requests, and loyalty programs.
• Cross-Functional Communication : Collaborate with different departments (such as reservations, housekeeping, and front desk) to ensure seamless guest service.
• Upsell Services : Identify opportunities to upsell room upgrades, spa services, dining, and other hotel amenities.
• Maintain Knowledge Base : Keep updated with hotel policies, services, and promotions to provide accurate information to guests.
• Track and Report Issues : Document guest concerns and resolutions to improve service quality.
• Follow Brand Standards : Ensure that all communications adhere to the company's guidelines and maintain the highest level of professionalism.

Skills and Qualifications :

• Customer Service Experience : Prior experience in customer service or chat support is preferred, especially in the hospitality industry.
• Communication Skills : Excellent written communication skills to effectively convey information in chat.
• Problem-Solving : Strong troubleshooting skills with the ability to handle guest complaints or concerns swiftly.
• Attention to Detail : Accuracy in understanding guest needs and providing the correct information.
• Multitasking : Ability to manage multiple chat conversations at once and prioritize effectively.
• Technical Skills : Proficiency in using chat support platforms and CRM systems; familiarity with booking software is a plus.
• Team Player : Ability to collaborate with different teams within the hotel to deliver superior guest experiences.
• Flexibility : Willingness to work shifts, including evenings, weekends, and holidays.

Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?25,000.00 per month

Benefits:

• Food provided
• Health insurance
• Provident Fund
• Work from home

Schedule:

• Day shift
• Morning shift
• Night shift
• Rotational shift

Experience:

• total work: 1 year (Preferred)

Work Location: In person