Customer Service Agent

Emirates Park Zoo; Abu Dhabi; On-site; AED 44,640 - 66,960; Full time

Job summary

A leading zoo in Abu Dhabi seeks a Customer Service Agent to enhance guest experiences. The role involves addressing inquiries, managing complaints, and ensuring customer satisfaction through effective communication and feedback management. Ideal candidates possess strong interpersonal skills and experience in hospitality or customer service to uphold the zoo's reputation.

Qualifications

• 1-2 years experience in customer service or hospitality.
• Proficiency in English; additional languages are an advantage.
• Basic reporting and presentation skills for feedback analysis.

Responsibilities

• Serve as the first point of contact for guest inquiries.
• Collect and document guest feedback through surveys.
• Coordinate with departments to resolve guest issues.

Skills

Communication skills

Empathy

Patience

Problem-solving

Education

High school diploma

Diploma in Hospitality or Communication

Tools

Feedback tools

Survey collection apps

Spreadsheets

Job description

The Customer Service Agent acts as the first point of contact for guests, addressing inquiries, managing complaints, and gathering feedback to ensure guest satisfaction. This role plays a crucial part in maintaining the zoo’s reputation on review platforms and improving service based on guest insights.

Guest Interaction & Support

• Serve as the first point of contact for guests seeking assistance.
• Respond to inquiries in a friendly and helpful manner.
• Handle complaints and resolve issues promptly or escalate as necessary.

2. Feedback & Review Management

• Collect and document guest feedback through surveys and verbal interactions.
• Encourage positive reviews on platforms like Google, TripAdvisor, and social media.
• Monitor review platforms and compile weekly performance summaries.

3. Reporting & Coordination

• Document complaints and suggestions in a structured format.
• Coordinate with relevant departments to follow up on issues.
• Support guest recovery efforts for dissatisfied visitors.

4. Standards & Representation

• Maintain grooming and behavior standards aligned with brand image.
• Represent the zoo professionally in all guest interactions.

Adhere to privacy and data protection guidelines when collecting feedback.

Requirements

Education :

• High school diploma or equivalent. Diploma in Hospitality or Communication is a plus.

Skills :

• Strong verbal and written communication skills.
• Proficiency in English; additional languages are an advantage.
• Empathy and patience when dealing with customer concerns.
• Basic computer and mobile application proficiency.
• 1–2 years in customer service, hospitality, or guest relations.

Experience in handling complaints and collecting service feedback.

• Familiar with guest feedback tools and survey collection apps.
• Comfortable using email, spreadsheets, and review tracking platforms.

Basic reporting and presentation skills for guest feedback analysis.

• Friendly, calm, and approachable demeanor.
• Professionalism and high emotional intelligence.
• Problem-solving mindset with attention to guest satisfaction.

Ability to manage stressful situations with poise.