Virtual Live Chat Representative

Bluemont Hotel is seeking a Virtual Live Chat Representative to join our team. As a Virtual Live Chat Representative, you will interact with our guests via the hotel's website and social media channels in real-time in order to provide exceptional customer service. Your job will be to resolve customer inquiries, process reservations, and support general guest inquiries as needed. You will be responsible for ensuring that guests have a great experience from the moment they land on our website to the time they book their stay.

Responsibilities

• Respond to inquiries via live chat and social media channels in a timely and professional manner.
• Utilize scripts and guidelines to address common inquiries and concerns as directed by the hotel management.
• Provide technical assistance and troubleshooting for guests with website and booking issues.
• Maintain accurate records of conversations and transactions in the hotel's customer relationship management system.
• Manage and process guest reservations according to established guidelines.
• Conduct follow-up conversations with guests to ensure their satisfaction with the service provided.
• Communicate and coordinate with hotel departments to resolve guest issues as needed.

Requirements

• Patience and empathy when handling difficult or frustrated customers.
• Proficient in Microsoft Office and customer relationship management software.
• Flexibility to work a variety of shifts, including evenings and weekends.
• Strong communication skills, both verbal and written.
• Ability to multitask and prioritize work in a fast-paced environment.
• At least 1 year of customer service experience in a hospitality setting.
• Familiarity with social media platforms, including Facebook, Twitter, and Instagram.

Benefits

• Family Leave (Maternity, Paternity)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Health Care Plan (Medical, Dental & Vision)