**Job Title:** Support Officer - Remote Work
**Company:** Hilton
**Location:** Perth, Western Australia, AU
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 2
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**Job Description:**
Hilton, a global leader in hospitality, is seeking a motivated and passionate Support Officer to join our dynamic remote team in Perth, WA. This part-time position is ideal for individuals who are independent, result-oriented, and eager to contribute to enhancing the guest experience while working from home. You will play a crucial role in providing exceptional support to our internal teams and stakeholders, ensuring that we maintain the high standards and operational excellence that Hilton is renowned for.
**Key Responsibilities:**
1. **Customer Support:**
- Handle inquiries from clients and guests via phone, email, and online chat, providing prompt and effective resolutions to their concerns.
- Resolve guest complaints and issues by utilizing problem-solving abilities and negotiation skills, ensuring a seamless experience.
2. **Documentation and Reporting:**
- Maintain accurate records of all interactions with customers and stakeholders in the appropriate databases and tracking systems.
- Prepare weekly reports detailing inquiry trends, feedback, and suggestions for operational improvements.
3. **Internal Collaboration:**
- Liaise with various departments, including reservations, customer service, and IT, to provide comprehensive support and encourage effective communication across teams.
- Assist in coordinating and implementing new support initiatives and processes aimed at enhancing efficiency and guest satisfaction.
4. **Training and Development:**
- Provide guidance and training to new employees on customer service protocols and internal systems, fostering a culture of learning and development.
- Participate in regular team meetings and training sessions to stay updated on company policies, procedures, and industry best practices.
5. **Continuous Improvement:**
- Conduct post-interaction surveys and gather feedback to assist in evaluating service quality and operational effectiveness.
- Proactively suggest improvements to enhance support processes and overall customer experience based on data and personal observations.
6. **Administrative Duties:**
- Assist in administrative tasks, including scheduling meetings, managing correspondence, and coordinating logistics for team initiatives.
- Support the development of presentation materials for internal communication and team updates.
**Requirements:**
1. **Educational Background:**
- Bachelor's degree or equivalent experience in Hospitality Management, Business Administration, or related fields.
2. **Experience:**
- Minimum of 2 years of experience in a customer support role, preferably within the hospitality sector.
- Proven experience in handling complex inquiries and achieving successful outcomes.
3. **Skills:**
- *Negotiation:* Strong negotiation skills to resolve conflicts and arrive at win-win solutions for guests and the company.
- *Presentation:* Ability to create and present engaging reports and presentations to various stakeholders effectively.
4. **Personal Qualities:**
- *Passionate:* A deep enthusiasm for the hospitality industry and a strong desire to foster exceptional customer experiences.
- *Independent:* A self-starter who can work autonomously with minimal supervision, demonstrating initiative in all tasks.
5. **Technical Proficiency:**
- Familiarity with customer support software and tools, as well as standard office applications (e.g., Microsoft Office Suite, CRM systems).
- Adept at using communication platforms and collaboration tools to maintain an efficient workflow.
6. **Working Conditions:**
- Must have a reliable internet connection and a suitable workspace to effectively perform job duties remotely.
**Benefits:**
- Medical coverage
- Life insurance
- Free accommodation at Hilton properties around the globe
**Working Environment:**
At Hilton, we empower our employees to take ownership and make impactful decisions. Join us and be part of a collaborative team that values integrity, quality, and innovation.
**Application Deadline:**
Please submit your application by **October 10, 2024**.
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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. We encourage applications from candidates of all backgrounds, experiences, and perspectives.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
