Social Care Specialist
India Consultancy Private Limited
- Mumbai, Maharashtra
- Permanent
- Full-time
- Respond to guest social media inquiries in a professional but creative manner.
- Utilize the Surprise and Delight process when a possible Social Care opportunity arises to “wow” the guest.
- Ability to ask thoughtful and clarifying questions to understand the root cause of the issue and then take this information to set the experience and advocate for the guest.
- High accuracy and compliance with our policy and procedures (IE. Privacy). Ability to discern and show good judgment, and follow appropriate escalation paths by alerting leadership when necessary.
- Maintain and handle confidential and proprietary information in a manner consistent with GPGS policies.
- Demonstrate a commitment to Hyatt’s core values.
- Self-sufficient and able to effectively use resources.
- Strong brand knowledge of Hyatt and the World of Hyatt program.
- Able to defuse an emotionally charged situation in a calm and respectful way. Must use appropriate and meaningful compensation that results in recapturing loyalty.
- Strong written communication skills are needed. The ability to demonstrate the usage of proper grammar and punctuation.
- Efficient and focused on creating a low-effort experience for guests and members.
- Participate in any team meetings and live chats with Social Care team members to enhance social learning and teamwork.
- Takes ownership and pride in their work and consistently performs within our quality interaction standards.
- The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
- Must have a minimum of 3 months experience in Gesa and or R&L.
- Prior experience on contact center social media platform(s) preferred.
- Preferred experience using the systems: Reserve, Tally, Star, and Service Now.
- Ability to present information into usable, easy-to-understand information “tell the story”.
- Strong customer service skills.
- Strong verbal and written communication skills required.
- Proven ability to communicate effectively with all colleagues.
- Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.
- Ability to navigate multiple systems quickly and efficiently.
- Schedule flexibility that could include nights and weekends, as well as 2 holidays per year.