Chat Associate

4 days ago

Delhi Delhi, India bloom Hotel Group Full time

**Job Overview**

**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

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