Customer Care Associate

Westside Resort; Parañaque; On-site; PHP 240,000 - 300,000; Full time

Job summary

Westside Resort seeks a Customer Care Associate to support guests and members by managing room and table reservations, responding to inquiries, and resolving issues across front desk, phone, email, SMS, live chat, social media, and app channels. The role covers events, theatre shows, concerts, and promotions, and may require work during holidays and in smoking areas.

You will coordinate with hotel partners, process VIP bookings, and upsell services through the Epic Rewards Shop.

Qualifications

• Senior high school graduate required.
• Customer service experience preferred for senior high school graduates.
• Experience in BPO call center or in-house contact center is advantageous.
• Strong verbal and written communication skills for handling multiple channels.
• Knowledge of customer service practices, products, services, policies and processes.
• Ability to remain professional, helpful, and accurate during busy operations.
• Willingness to work flexible schedules including 24-hour shifts and holidays.
• Ability to collaborate with internal departments, affiliated hotels, guests, and external groups.

Responsibilities

• Handle reservations and confirmations across booking systems and channels.
• Respond to inquiries via phone, email, SMS, live chat, and social media.
• Resolve customer complaints with timely follow-up and maintain quality standards.
• Promote upsell and cross-sell offers through the Epic Rewards Shop.
• Coordinate with hotel partners and internal teams on VIP services and events.
• Maintain accurate guest lists and generate utilization and reports.

Skills

Customer service

Communication skills

Data accuracy

Time management

Teamwork

Education

Senior high school diploma

Job description

About the role

The Customer Care Associate supports Westside Resort guests and members by managing room and table reservations, responding to inquiries, handling customer concerns, and providing accurate information across front counter, phone, email, SMS, live chat, social media, mobile app, and website channels. The role supports events and promotions covering theatre shows, live concerts, casino gaming tournaments, online gaming, hotel rates, mall activities, membership concerns, and other Westside Resort services. This is a 24-hour shifting role that may require work during holidays and in smoking areas, with occasional standing for extended periods.

Key responsibilities

• Answer phone calls and attend to live chats relating to casino events, theatre shows, live concerts, cinema screening times, casino and hotel promotions, mall activities, gaming tournaments, membership concerns, shuttle services, and other Westside Resort inquiries.

• Respond to customer email inquiries professionally and accurately in accordance with established standards, guidelines, and email etiquette.

• Process VIP and non-VIP room reservations using the booking system and provide SMS confirmation numbers for confirmed bookings.

• Facilitate complimentary theatre seat reservations through the Helix Pay system.

• Facilitate table reservations at Westside Resort-owned outlets.

• Prepare letters of authorization for assistant manager or manager approval and coordinate room and table reservations with hotel partners.

• Receive, document, and resolve customer complaints and feedback across all channels within the required turnaround time.

• Provide customer support and promote relevant upsell and cross-sell offers through the Westside Resort Epic Rewards Shop online deal site.

• Make return calls to customers regarding pending concerns or transaction resolutions.

• Review raw file reports and verify the accuracy of encoded data during the graveyard shift.

• Encode reservation details and generate confirmation numbers.

• Endorse sales leads for function rooms and event spaces to the Resorts Sales team through the RFP portal.

• Coordinate with the security team regarding lost and found items.

• Coordinate arrangements for VIP guests involving hotels, transportation, food and beverage, entertainment, and external activities before, during, and after their trips.

• Respond to requests from the Westside Resort Hotel front desk, Business Development team, VIP Operations, and other departments.

• Coordinate daily hotel room requirements with Westside City hotels, including Grand Westside and Kingsford.

• Process room booking requests from Business Development, VIP Operations, Joint Ventures, and other departments, including hotel coordination and approved letters of authorization.

• Maintain accurate and updated in-house guest lists in coordination with hotel rooming lists for partner hotels.

• Prepare and deliver utilization reports covering in-house guests, no-shows, and unused rooms to the appropriate departments.

• Assist VVIP guests, casual junket groups, and Joint Ventures groups at satellite counters.

• Maintain proper documentation and data accuracy while meeting service level agreements, productivity targets, average handling time, average holding time, turnaround time, customer satisfaction, and quality audit standards.

What we're looking for

• At least senior high school graduate.

• Senior high school graduates should have at least a customer service experience.

• Preferably 6 months - 1 year of experience in a BPO call center environment or an in-house contact center.

• Sales experience is preferred but not required.

• At least 1 year experience in hospitality or integrated resorts is an advantage but not required. (Needed for senior high school graduates; waived for degree holders)

• Strong verbal and written communication skills for handling phone, email, SMS, and live chat interactions.

• Knowledge of customer service practices, products, services, policies, and processes.

• Ability to remain professional, helpful, responsive, and accurate during busy operations.

• Strong attention to detail and commitment to data accuracy and quality.

• Ability to work flexible schedules, including a 24-hour shifting schedule and holidays.

• Ability to collaborate effectively with internal departments, affiliated hotels, guests, and external groups.

• Demonstrated integrity, accountability, customer focus, teamwork, adaptability, and commitment to continuous improvement.