Hotel Reservations & Customer Service Representative - NZ Account

Deployed Philippines Inc.; Eastern Manila District; Sur place; PHP 300 000 - 420 000; Plein temps

Avantages offerts par ce poste

Day 1 HMO & Protection

Go Global

Workplace Perks & Great Culture

Résumé du poste

Deployed Philippines Inc. is seeking a customer service specialist to join our on-site Ortigas hub. You will handle high volumes of inbound calls, assist guests with reservations, answer billing questions, and ensure a smooth guest experience with five-star service.

The role requires strong English communication, accuracy when updating bookings, and the ability to adapt to rotating schedules. You’ll upsell hotel amenities and maintain guest accounts while following data protection guidelines.

Qualifications

• Proven experience in a high-volume call center environment.
• Strong command of spoken and written English.
• High attention to detail when updating reservations and billing data.
• Ability to prioritize tasks and stay composed in a fast-paced setting.
• Self-starter who works well with minimal supervision.

Responsabilités

• Handle high volumes of inbound calls with prompt, five-star service.
• Assist guests with smooth room bookings, vouchers, and reservation updates.
• Troubleshoot and resolve billing or booking issues to ensure guest satisfaction.
• Identify upsell opportunities to enhance guest experiences and revenue.
• Maintain guest accounts and preferences with data protection in mind.

Connaissances

Call center experience

English proficiency

Data accuracy

Adaptability

Customer service

Description du poste

About the Company

The client is an award-winning, family-owned hospitality leader operating modern, eco-conscious hotels across prime New Zealand destinations. Deeply committed to accessibility, authentic Kiwi warmth, and environmental stewardship, they focus on thoughtful details and genuine service to make every stay effortless and memorable.

What You'll Do

• Be the Welcoming Voice: Handle high volumes of inbound calls with prompt, five-star customer service, answering questions and leaving a lasting positive impression.

• Master Reservations & Bookings: Assist guests with smooth room bookings, redeem vouchers, process previous-day reservation updates, and execute shared arrival checks across hotel properties.

• Solve Problems with Care: Troubleshoot and resolve billing inquiries or technical booking issues, following through to ensure complete guest satisfaction.

• Drive Value & Loyalty: Unlock tailored experiences for guests by actively identifying opportunities to upsell, cross-sell, and recommend value-added hotel amenities.

• Maintain Data Integrity: Keep guest accounts, contact details, and special preferences accurate in the system while strictly following data protection and operational guidelines.

• Hit Performance Milestones: Consistently reach target call metrics, service quality ratings, and conversion goals within a supportive team setting.

What We're Looking For

• Proven experience in a high-volume call center managing steady call flows (prior hotel or travel reservations experience is a major plus).

• High degree of accuracy when updating reservation dates, processing billing data, and handling sensitive customer information.

• Ability to prioritize effectively, adapt to fluctuating call volumes, and maintain composure in a fast-paced environment.

• A dependable self-starter who takes ownership of tasks and thrives with minimal direct supervision.

• Superb verbal and written English comprehension paired with exceptional phone etiquette and active listening skills.

• Reliable, punctual, and adaptable to shifting schedules to support business and guest needs.

Work Arrangement

• Work Setup: On-site

• Work Hours: Rotating roster, should complete nine (9) hours work, inclusive of one (1) hour lunch break.

Perks & Benefits

• Day 1 HMO & Protection: Prioritize your peace of mind! Secure your health with HMO coverage right on day one, plus full life and accident insurance.

• Go Global: Build your portfolio with international accounts and continuous upskilling to fast-track your career.

• Workplace Perks & Great Culture: Work out of a sleek Ortigas hub, snag flexible work options, and enjoy a vibrant team culture packed with regular events and dedicated HR support every step of the way.