COMMUNICATION SKILLS

Must be able to communicate confidently, with internal and external customers, via multiple communication channels in both English & Turkish. Must effectively correspond with peers, internal/external partners, hotels and customers in a professional and timely manner.

REQUIRED QUALIFICATIONS

• High School Education
• Experience in Customer Service
• Experience with MS Office Suite

PREFERRED QUALIFICATIONS

• College qualification
• Hospitality Experience
• Social Media Literacy

In addition to the performance of the essential functions, this position may be required to complete a combination of the following supportive functions, based on the specific needs and particular requirements of the department and company.

• Processing and reviewing claims for Hilton’s Price Match Guarantee program
• Support our HRCC global 3rd party partner offices on escalated issues arising from guests/hotels
• Assist new team members and/or employees from other areas of the company with shadowing activities
• Train new team members on departmental systems and procedures
• Special projects at the direction of department management
• Translation assignments for but not restricted to Hilton marketing campaigns
• Participation in User Acceptance Testing for new and developing work tools
• Suggestions on internal Knowledge Base article improvements
• Participation in Focus group advisory boards
• Account Management and travel arrangements for Hilton’s Global partners on behalf of Loyalty and Partnership teams
• Assist with enquiries relating to hotel payment links
• Processing of administrative tasks in relation to the issuance of compensation in the form of complimentary night voucher

The candidates must possess the following knowledge, skills, and abilities in order to perform the essential functions of the job:

• Communicate in spoken and written English to an advanced/native level
• Communicate in spoken and written Turkish to an advanced/native level
• Communicate in a confident and respectful professional manner overall, with internal and external customers
• Manage multi-tasking efficiently, demonstrating excellent organizational skills and time management
• Effectively communicate by ways of multiple channels (phone, email, social media, Chat via dedicated guest engagement platform), gathering and documenting relevant information
• Follow protocol such as creating and updating Guest (CRM) profile management cases accurately and thoroughly
• Confidently send clear information to all relevant parties and follow through to a satisfactory resolution
• Be comfortable offering recommendations and advice to our internal partners when applicabl