Remote Chat Support Associate

• Job Title:** Remote Chat Support Associate
• Company:** Booking.com
• Location:** San Francisco, California, US...
• Job Type:** Part-Time
• Seniority:** Associate Level
• Years of Experience:** 3
• Job Description:**
At Booking.com, we are committed to delivering exceptional travel experiences for our customers around the globe. We are seeking a dynamic and confident Remote Chat Support Associate to join our innovative customer service team. This part-time position focuses on providing comprehensive support to our users through live chat, ensuring a smooth booking experience from beginning to end. As a member of our team, you will play a crucial role in representing our brand and upholding our values of quality and service excellence.
• Key Responsibilities:**

1. **Customer Engagement:**
• Provide prompt, courteous, and knowledgeable responses to customer inquiries via live chat.
• Actively listen to customers to identify their needs and provide appropriate solutions and resources.
• Build rapport with customers to ensure a positive interaction and strengthen customer relationships.

2. **Problem Resolution:**
• Effectively troubleshoot customer issues related to bookings, cancellations, refunds, and other inquiries.
• Escalate unresolved issues to the relevant departments while keeping the customer informed about the progress.
• Follow up on customer inquiries to ensure satisfaction and achieve resolution.

3. **Support Documentation:**
• Maintain accurate logs of customer interactions, feedback, and resolutions in the contact management system.
• Contribute to the creation and maintenance of knowledge base articles to aid in problem-solving and team efficiency.

4. **Quality Assurance:**
• Maintain quality in all interactions by adhering to company guidelines and service standards.
• Participate in team meetings and training sessions to improve skills and stay updated on new products and services.

5. **Time Management:**
• Manage chat volumes efficiently while prioritizing tasks based on urgency and importance.
• Balance workload effectively and meet all deadlines to ensure timely responses to customer inquiries.

6. **Team Collaboration:**
• Collaborate with cross-functional teams to enhance service delivery and streamline processes.
• Share customer feedback with relevant departments to assist in continuous improvement of products and services.
• Qualifications and Requirements:**

• **Education:** A high school diploma or equivalent is required; a degree in a related field is a plus.
• **Experience:** A minimum of 3 years in customer service or chat support, preferably in the travel industry.
• **Skills:**
• Proficient in using chat support software and CRM tools.
• Strong keyboarding skills and the ability to type at least 50 WPM with high accuracy.
• **Personality Traits:**
• Confident and energetic with a positive attitude towards customer service.
• Proactive in engaging with customers to enhance their experience.
• **Soft Skills:**
• Excellent time management skills and the ability to prioritize tasks effectively.
• High emotional intelligence; capable of empathizing with customers and understanding their feelings and perspectives.
• Benefits:**

• Travel and spending expenses covered for business-related activities.
• Free accommodation arrangements while traveling for business.
• 401(k) retirement plan with company matching.
• Working Environment:**
At Booking.com, we prioritize quality in all aspects of our work, products, and services. We foster a culture of continuous improvement and encourage our associates to contribute their ideas for enhancing customer satisfaction.
• Application Deadline:**
Please submit your application by October 15, 2024.
• Equal Opportunity Statement:**
Booking.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.

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