Job Description

Horizon Hotels Limited is seeking a dedicated and professional Remote Online Chat Representative to join our dynamic customer service team. In this role, you will be the primary point of contact for our valued guests, providing exceptional support and information via our online chat platform. You will handle a variety of inquiries, ranging from booking assistance and reservation modifications to answering questions about hotel amenities, local attractions, and special offers. Your ability to communicate clearly, empathetically, and efficiently will be crucial in ensuring a positive guest experience and reinforcing Horizon Hotels Limited's commitment to outstanding service. This is an excellent opportunity for an individual with a passion for hospitality and a knack for digital communication to contribute to a globally recognized brand from the comfort of their own home.

Key Responsibilities:

• Engage with guests in real-time through our online chat system, addressing inquiries and resolving issues promptly and professionally.
• Provide accurate information regarding hotel services, policies, room availability, pricing, and special promotions.
• Assist guests with booking, modifying, and canceling reservations.
• Troubleshoot and resolve customer complaints or concerns with empathy and a solutions-oriented approach.
• Maintain a high level of product knowledge about Horizon Hotels Limited's properties, features, and benefits.
• Document all guest interactions and resolutions accurately in the customer relationship management (CRM) system.
• Collaborate with other departments (e.g., reservations, front desk, housekeeping) to ensure seamless guest experiences.
• Adhere to company standards for communication, etiquette, and service quality.
• Identify opportunities to upsell services or amenities where appropriate and beneficial to the guest.
• Contribute to team goals by meeting or exceeding performance metrics related to response times, customer satisfaction, and resolution rates.
• Stay updated on industry trends and best practices in online customer service.

Qualifications:

• Minimum of one (1) year of experience in a customer service role, preferably in the hospitality or travel industry.
• Proven ability to communicate effectively and professionally in writing.
• Excellent listening and problem-solving skills.
• Proficiency with online chat platforms and customer relationship management (CRM) software.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• A quiet and dedicated workspace with a reliable high-speed internet connection.
• High school diploma or equivalent; a college degree is a plus.
• Strong understanding of customer service principles and best practices.
• A patient, empathetic, and customer-focused attitude.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as required.

Preferred Skills:

• Experience with multiple chat support tools.
• Familiarity with reservation systems used in the hotel industry.
• Bilingual or multilingual abilities are advantageous.
• Previous remote work experience.
• Demonstrated ability to adapt to new technologies and software quickly.

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