Customer Care Associate

Newport World Resorts; Pasay; On-site; PHP 201,000 - 290,000; Full time

Job summary

Newport World Resorts in Pasay, Philippines, is seeking a Customer Care Associate to handle VIP and non-VIP reservations, coordinate events and promotions, and respond to inquiries across email, phone, chat and social channels for the integrated resort.

Responsibilities cover inbound inquiries, outbound telemarketing, complaints resolution, and coordination with partner hotels. Strong communication and customer service skills are essential; familiarity with Google Workspace preferred.

Qualifications

• Completed at least two years of college or senior high school graduate.
• Preferably one year of experience in a BPO or in-house contact center.
• At least one year of customer service experience.
• Experience in hotel reservations or front desk is a plus.
• Strong customer handling skills and excellent communication.
• Confident and decisive in challenging scenarios.
• Adaptable to change and able to work under pressure.
• Proficient in Google Workspace.

Responsibilities

• Inbound: answer calls and live chat on general inquiries about events, promotions, and hotel activities.
• Inbound: reply to emails professionally using provided templates and guidelines.
• Inbound: collate and resolve customer complaints with proper documentation.
• Outbound: call and engage new or inactive members to drive visitation and activities.
• Outbound: assist in telemarketing campaigns and promote NWR products.
• Reservations: coordinate VIP guest arrangements for hotels, transport, and entertainment.
• Reservations: respond to inquiries from hotel fronts desks and VIP teams.
• Reservations: coordinate with partner hotels on daily due outs and arrivals.

Skills

Customer service

Excellent communication

People skills

Adaptability

Under pressure

Decision making

Google Workspace

Education

Two years of college or SHS graduate

Job description

JOB SUMMARY

The Customer Care Associate is responsible in processing VIP (hosted) and non-VIP (unhosted) members’ room reservations, table reservations, facilitates telemarketing, handles customer complaints, feedback and all queries in front counter as well as via SMS, phone call, email and live chat (NWR social media, mobile app and website) pertaining to Newport World Resorts events and promotions such as theatre shows, live concerts, casino gaming tournaments, online gaming, hotel rates, mall activities and the others. He/She is also responsible in taking care of any inquiries related to affiliated hotels and Newport World Resorts in general, including but not limited to those within Newport City.

RESPONSIBILITIES

Inbound Contact Center

• Answer phone calls and attend to live chat pertaining to general inquiries such as but not limited to casino events, theater shows, live concerts, movie screening time, casino & hotel promotions, mall activities, slots and table games tournaments, membership concerns, shuttle service program, and all other related inquiries within Newport World Resorts.

• Reply to Email inquiries of customers in a professional manner based on the set standards or guidelines given using Email template and in accordance to Email Etiquette.

• Collate and handle complaints of customers received in all channels and take necessary actions to resolve issues within the acceptable turnaround time including proper documentation of cases.

Outbound Contact Center

• Call out new members who signed-up online and on site to drive their visitation in the integrated resort.

• Contact inactive members to reactivate gaming and non gaming activities in the property.

• Assist our security team in getting in touch with the NWM member whose barring status has been lifted.

• Reach out to the qualified members in the Direct Marketing Campaign to avail their entitlement to keep them engaged with the casino events and promotions.

• Offer, Upsell and Crosssell NWR products and services.

• Anything related to telemarketing campaigns of the NWR.

Reservations

• Coordinating arrangements required by the VIP guests in relation to hotels, transportation, food and beverage, entertainment and external activities. And make sure that all arrangements are done for the guests before, during and after their trip.

• Respond to emails and phone calls from the NWR Hotel front desk, Business Development team, VIP Operations and other departments with questions or concerns.

• Coordinating with NWR hotels including Hilton, Hotel Okura, Sheraton, Marriott, and Holiday Inn Express regarding daily hotel due outs and pending arrivals.

• In charge of the satellite counter both Grand Club and Newport counter to assist VVIP guests, including Casual Junkets and Joint Ventures groups.

QUALIFICATIONS

• Completed at least two (2) years in College or Senior High School graduate.

• Preferably at least one (1) year of working experience in a BPO industry (call center set-up) or In-House Contact Center.

• With at least one (1) year of experience in Customer Service.

• Preferably with working experience in hotel reservations or front desk.

• Has strong customer handling skills.

• Possesses excellent communication skills.

• Confident and decisive in handling challenging scenarios.

• Can easily adapt to change.

• Passionate in dealing with people.

• Able to work quickly under pressure.

• Proficient in Google Workspace.