VIP Concierge - Call Centre Agent

edari; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A prestigious client in the hospitality sector in Dubai is seeking a VIP Concierge - Call Centre Agent. This role focuses on delivering exceptional customer service to VIP members. Candidates should have 2-3 years of experience in customer-facing roles, ideally in the luxury sector, and proficiency in Russian or Arabic is preferred. The position offers a 12-month renewable contract.

Qualifications

• Minimum of 2-3 years of experience in a call center or customer-facing role.
• Prior experience working with VIP clients or in the luxury sector.
• Proficient in Russian or Arabic preferred.

Responsibilities

• Assist members with their membership.
• Provide professional assistance to VIP members via various communication channels.
• Handle complaints efficiently, resolving issues as per KPIs.

Skills

Excellent communication skills

Customer service mindset

Issue resolution

Team collaboration

Attention to detail

Tools

CRM systems

Call center technology

Job description

We are looking for VIP Concierge - Call Centre Agent to join our prestigious client that is within the hospitality industry in Dubai.

This role will be instrumental in enhancing the customer experience and managing relationships with the members of our clients best-in-class recognition programme.

This role is crucial in delivering top-tier customer service to our clients most valuable guests globally, increasing customer engagement, building long-term relationships, managing service recovery and developing brand advocates.

This position has acontract duration of 12 months (renewable).

Key Responsibilities

• Assist members with their membership.
• Monitor and manage member accounts, ensuring accuracy and data integrity.
• Provide professional and courteous assistance to VIP's members via phone, email, chat, or other communication channels.
• Address member inquiries, concerns, and requests related to the loyalty programme, benefits, rewards, and account management.
• Handle complaints efficiently, resolving issues promptly as per KPIs.
• Resolve service problems by clarifying complaints, determining the cause, selecting the best solution, expediting corrections, and ensuring resolution.
• Manage room and restaurant reservations.
• Handle requests for hotel experiences.
• Personalize stays by understanding members' preferences and curating exceptional experiences.
• Provide information about programme benefits, special promotions, and upcoming events.
• Upsell or cross-sell additional programme features or services when appropriate.
• Gather feedback from members to identify areas for improvement in the loyalty programme or contact centre operations.
• Generate reports and share insights with management regarding member interactions and trends.
• Support the administration of the loyalty programme.

Requirements:

• Minimum of 2-3 years of experience in a call center or customer-facing role, with prior experience working with VIP clients or within the luxury sector.
• Excellent communication and interpersonal skills, preferably Russian or Arabic speaker.
• Demonstrated ability to resolve issues effectively and efficiently.
• Exceptional customer service mindset, with a proactive and personalized approach to handling VIP client queries.
• Ability to handle sensitive client information with a high level of confidentiality and professionalism.
• Familiarity with CRM systems, call center technology, and reporting tools.
• Flexibility to work varied shifts.
• Strong attention to detail in tracking client interactions and following up on requests.
• Excellent time management and organizational skills, with the ability to prioritize tasks efficiently.
• Ability to collaborate effectively in a team environment, sharing best practices and supporting peers.

Availability

Preference is given to candidates that are available immediately.

We are looking for a candidate who will be able to work in United Arab Emirates. Please apply with your resume and remember to provide us with your contact details.

We will review your job application within 7 working days. Should your profile fit the requirements of the role a consultant from Edari will be in touch with you to get a deeper understanding of your profile, to discuss the role in more detail and potential next steps.