**Job Title:** Contact Center Assistant
**Company:** Starwood Hotels & Resorts
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
### Job Description:
Are you passionate about delivering exceptional customer service in a dynamic environment? At Starwood Hotels & Resorts in Canberra, we are seeking a dedicated and driven Contact Center Assistant to join our team. As a part of our commitment to providing an outstanding guest experience, you will play a crucial role in supporting our guests and team members by executing a variety of responsibilities efficiently and effectively.
### Key Responsibilities:
- **Customer Support:** Attend to incoming queries from guests via phone, email, and chat, ensuring all communication is handled with a high level of professionalism and courtesy.
- **Booking Management:** Assist in managing bookings, including reservations, cancellations, and modifications, while ensuring accuracy and compliance with hotel policies.
- **Problem Resolution:** Address customer complaints and issues promptly, employing strong decision-making skills to provide effective solutions and maintain guest satisfaction.
- **Database Management:** Maintain and update customer information in the CRM system, ensuring data integrity and confidentiality in compliance with company policies.
- **Cross-Department Collaboration:** Work closely with various departments, such as front office, housekeeping, and sales, to ensure seamless guest experiences and accurate communication regarding special requests and requirements.
- **Performance Metrics:** Monitor individual and team performance against established KPIs and report results to management. Proactively seek ways to improve service delivery based on feedback and metrics.
- **Training and Development:** Assist in onboarding new team members by providing guidance and training on customer service standards, company policies, and relevant software and tools.
- **Sustainable Practices:** Promote and adhere to the company's commitment to environmental responsibility and sustainable operations, encouraging guests and team members to engage in eco-friendly practices.
### Key Requirements:
- **Experience:** Minimum of 4 years of relevant experience in a customer service role, preferably within the hospitality or contact center industry.
- **Personality Traits:**
- Driven: Demonstrated passion for achieving goals and delivering excellent service.
- Passionate: Genuine enthusiasm for travel, hospitality, and enhancing customer experiences.
- **Soft Skills:**
- People Management: Strong interpersonal skills to effectively interact with guests and colleagues, fostering a positive team environment.
- Decision-Making: Ability to analyze situations and make sound judgments under pressure.
- **Technical Proficiency:** Familiar with CRM software and Microsoft Office Suite. Ability to learn new systems quickly.
- **Communication Skills:** Outstanding verbal and written communication skills in English. Additional languages are a plus.
- **Work Flexibility:** Availability to work a flexible schedule, including evenings, weekends, and holidays as required.
### Benefits:
- **Parental Leave:** Generous parental leave policy to support our employees.
- **Paid Overtime:** Compensated overtime to recognize your dedication and hard work.
- **Visa Sponsorship:** Opportunities available for eligible candidates who require sponsorship.
At Starwood Hotels & Resorts, we believe in creating a workplace that values diversity and inclusion, where every employee has the opportunity to achieve their best.
### Equal Opportunity Statement:
Starwood Hotels & Resorts 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, gender, gender identity or expression, sexual orientation, nationality, genetics, disability, age, or veteran status.
### Application Deadline:
Interested candidates should submit their application by **October 7, 2024**. Join us in creating unforgettable experiences for our guests at Starwood Hotels & Resorts!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
