### Job Title: Remote Web Chat Associate **Company:** Starwood Hotels & Resorts **Location:** Wellington, Wellington, NZ **Job Type:** Full-time **Seniority:** Entry Level **Years of Experience:** 1 --- **Overview:** Starwood Hotels & Resorts is seeking a dedicated and enthusiastic Remote Web Chat Associate to join our dynamic team. This entry-level position offers a unique opportunity to engage with guests from the comfort of your home, providing exceptional service through our online chat platform. We are looking for passionate individuals who embody our values, thrive in a fast-paced environment, and are eager to contribute to our commitment to unparalleled guest experiences. --- **Key Responsibilities:** - **Guest Engagement:** Interact with customers via live chat to provide real-time assistance with inquiries about hotel reservations, services, amenities, and policies. - **Problem Solving:** Address and resolve customer concerns efficiently, ensuring a positive experience and acting as a resource for information and support. - **Product Knowledge:** Acquire and maintain a thorough understanding of Starwood Hotels & Resorts' offerings, including promotions, packages, and local attractions to accurately respond to guest queries. - **Sales Support:** Assist in converting inquiries into bookings by effectively communicating the value of our services and offerings, while being aware of upselling opportunities. - **Documentation:** Accurately document all guest interactions and maintain detailed records of inquiries, feedback, and resolutions in the customer relationship management (CRM) system. - **Feedback Loop:** Gather customer feedback and collaborate with team leads to identify trends and areas for improvement in service delivery. - **Adaptability:** Quickly adjust to changes in scripts, processes, and technology while maintaining a high level of service quality and professionalism. - **Team Collaboration:** Work closely with other team members to share knowledge and best practices, contributing to the overall success of the remote team. - **Continuous Learning:** Actively participate in training sessions and workshops to enhance skills and stay updated with the latest company policies and industry trends. --- **Requirements:** - **Experience:** Minimum of 1 year of customer service experience, preferably in a remote or hospitality-related role. - **Adaptability:** Demonstrated ability to change approach or tactics in response to different situations and environments. - **Passion for Service:** A genuine enthusiasm for helping others and creating memorable experiences for guests. - **Attention to Detail:** Capability to maintain a high level of accuracy in documentation and communication to ensure the delivery of reliable information. - **Communication Skills:** Excellent written communication skills with the ability to articulate information clearly and concisely in an online environment. - **Technical Proficiency:** Familiarity with online chat software and customer relationship management (CRM) tools, or a willingness to learn. - **Self-Motivation:** Ability to work independently while remaining focused and productive in a remote setting. --- **Benefits:** - **Profit Sharing:** Participate in the company's profit-sharing plan to reap the rewards of your contributions. - **Company Equipment:** Receive all necessary technological equipment to perform your job effectively from home. - **Disability Insurance:** Access to disability insurance options to ensure peace of mind in case of unexpected events. --- **Working Environment:** Join a progressive workplace where technology is harnessed to drive innovation and efficiency in guest services. Our remote team is committed to fostering a collaborative and supportive environment, encouraging personal growth and professional development. --- **Application Deadline:** October 29, 2024 **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. We encourage applications from individuals of all backgrounds and experiences, and we welcome the unique perspectives that every team member brings. --- We look forward to welcoming you to our team and empowering you to contribute to the exceptional experiences that Starwood Hotels & Resorts is known for!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.