Call Centre Specialist (Hotels)

Job Summary:

The Call Centre serves as the central communication hub of the Resort to provide guests with timely and professional assistance through phone, email and messaging channels. The Call Centre Agent handles a range of enquiries, request and coordination with the relevant departments to meet and deliver excellent guest services to all guests.

Primary Responsibilities:

• Answer incoming calls and respond to guest enquiries in a timely and courteous manner
• Provide up-to-date information to guests on products, service and promotions in the Resort
• Handle a wide range of guest requests such as in-room services, amenities, hotel facilities, wake-up calls, message handling and etc.
• Make outbound calls for follow-up as and when required
• Assist and follow up on calls, service requests, including coordination with relevant departments
• Escalate complex issues to supervisors or relevant departments for resolution
• Record and relay messages clearly and accurately, follow up to ensure job completion

Requirements:

• Minimum GCE ‘N’ Level or equivalent
• Pleasant and friendly mannerisms, with the ability to attend to all guests with respect and patience under all circumstances
• Preferably with 1 year experience in a Call Centre or Command Centre environment
• Possess some knowledge in relevant computer applications such as OPERA, Knowcross, PABX, Wake-up Call System, Outlook and etc.