Call Center Agent

Customer service representative (call center) is required to work in the contact center to provide distinguished customer service. The tasks include: responding to customer inquiries, solving problems efficiently, documenting calls in the company's system, and providing accurate information about products and services. We are looking for someone who has excellent communication skills, the ability to work under pressure, and possesses patience and professionalism in dealing with customers.

Main Tasks:

1. Answering Phone Calls:

   • Receive all internal and external calls in a professional and courteous manner.

   • Transfer calls to the relevant departments or individuals quickly and accurately.

   • Record messages when the requested person is unavailable and relay them.

2. Guest Services:

   • Respond to guest inquiries regarding services, prices, and promotions.

   • Handle special requests (such as cleaning, maintenance, room service requests).

   • Follow up on requests with the relevant departments to ensure prompt execution.

3. Reception and Phone Reservations:

   • Receive new booking calls or modifications and cancellations.

   • Ensure accurate entry of booking data into the reservation system (Opera or any used system).

4. Coordination Between Departments:

   • Continuous communication with different departments (reception, housekeeping, maintenance, food and beverages) to meet guest requests.

   • Follow up on requests until execution is confirmed and satisfaction is achieved.

5. Handling Complaints:

   • Receive complaints or comments from guests and address them calmly and professionally.

   • Escalate unresolved cases to the supervisor or on-duty manager.

6. Wake-up Call Service:

   • Record and execute wake-up calls at the scheduled time accurately.

7. Documentation and Reports:

   • Record calls and requests in daily logs or the electronic system.

   • Prepare the end-of-shift report including notes and outstanding requests.

8. Commitment to Quality Standards:

   • Adhere to the hotel brand standards in response style, courtesy, and use of standardized welcoming phrases.

   • Maintain complete confidentiality of guest information.