Guest Services Center Agent

Strategem Ventures Management Inc.; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Strategem Ventures Management Inc. in Manila, Philippines, seeks a Guest Services Center Agent to handle inbound/outbound calls, OTT messaging inquiries, and emails, providing information and resolving customer requests to ensure a positive experience.

You will maintain accurate records, stay informed about products, promotions, and policies, and look for upsell opportunities while supporting Casino Marketing and Membership Services teams with ad hoc tasks as assigned.

Qualifications

• Experience in a Call Center or similar role.
• Bachelor's degree in Hospitality, Business, Management, or related field; undergraduates may be accommodated.
• Familiarity with call center technologies (IVR, ACD, call recording), including Email, OTT, and SMS platforms.

Responsibilities

• Deliver excellent customer service by responding promptly, professionally, and accurately to customer inquiries across various channels.
• Resolve customer concerns by answering questions, troubleshooting issues, providing solutions, and ensuring customer satisfaction.
• Maintain accurate records of customer interactions, issues, and follow-ups for reporting and reference purposes.
• Stay knowledgeable about company products, services, policies, resort operations, and promotions while identifying opportunities for upselling and cross-selling.
• Support business operations by assisting Casino Marketing and Membership Services teams and performing ad hoc tasks or projects as assigned by management.

Skills

Call center experience

Customer service

Communication skills

Education

Bachelor's degree (Hospitality/ Business/ Management or related)

Tools

IVR

ACD

Call recording

Email platforms

OTT messaging

SMS platforms

Job description

JOB BRIEF

• The Guest Services Center Agent handles inbound and/or outbound calls, OTT messaging inquiries, email, and similar channels. Their primary responsibility is to assist customers by providing information, resolving issues, processing requests, answering inquiries, and ensuring that customers have a positive experience with the company.

JOB RESPONSIBILITIES

• Deliver excellent customer service by responding promptly, professionally, and accurately to customer inquiries across various channels.

• Resolve customer concerns by answering questions, troubleshooting issues, providing solutions, and ensuring customer satisfaction.

• Maintain accurate records of customer interactions, issues, and follow-ups for reporting and reference purposes.

• Stay knowledgeable about company products, services, policies, resort operations, and promotions while identifying opportunities for upselling and cross-selling.

• Support business operations by assisting Casino Marketing and Membership Services teams and performing ad hoc tasks or projects as assigned by management.

JOB QUALIFICATIONS

• Experience as a Call Center Agent or similar role.

• Bachelor's degree in Hospitality, Business, Management, or related field. Undergraduates may be accommodated.

• Familiarity with call center technologies (e.g., IVR, ACD, call recording), including use of Email, OTT, and SMS marketing/messaging platforms.