Call Centre Specialist (Hotels)

Resorts World Sentosa; Singapore; On-site; SGD 24,000 - 36,000; Full time

Job summary

A prominent lifestyle destination resort in Singapore is seeking a Call Centre Agent to serve as the central communication hub for guest assistance. The ideal candidate will manage enquiries promptly and courteously, ensuring a high standard of guest service across various communication channels. Responsibilities include responding to calls, providing information on resort offerings, and coordinating with various departments to meet guest needs. Candidates should have a minimum of GCE ‘N' Level and preferably one year of experience in a similar environment.

Qualifications

• Minimum GCE ‘N' Level or equivalent.
• Preferably with 1 year experience in a Call Centre or Command Centre environment.
• Ability to attend to guests with respect and patience.

Responsibilities

• Answer incoming calls and respond to guest enquiries.
• Provide information on products, services, and promotions.
• Handle guest requests such as in-room services and hotel facilities.

Skills

Pleasant mannerisms

Customer service

Communication skills

Education

GCE 'N' Level or equivalent

Tools

OPERA

Knowcross

PABX

Wake-up Call System

Outlook

Job description

Company description:

Resorts World Sentosa (RWS), Asia's premium lifestyle destination resort, is located on Singapore's resort island of Sentosa. Spanning 49 hectares, RWS is home to world-class attractions including Universal Studios Singapore, S.E.A. Aquarium, Dolphin Island and Adventure Cove Waterpark. Complementing the adventure and adrenaline of its theme parks and attractions are eight unique luxury hotels, the world-class Resorts World Convention Centre, and a casino. RWS offers award-winning dining experiences and exciting cuisines from around the world across its many renowned celebrity chef restaurants, establishing itself as a key player in Singapore's vibrant and diverse dining scene and a leading gourmet destination in Asia for epicureans. The integrated resort also offers world-class entertainment, from original resident productions to concerts. RWS has been named "Best Integrated Resort" since 2011 for ten consecutive years at the TTG Travel Awards which recognises the best of Asia-Pacific's travel industry.

RWS is wholly owned by Genting Singapore, a company of the Genting Group. For more information, please visit www.rwsentosa.com.

Job description:

Job Summary

The Call Centre serves as the central communication hub of the Resort to provide guests with timely and professional assistance through phone, email and messaging channels. The Call Centre Agent handles a range of enquiries, request and coordination with the relevant departments to meet and deliver excellent guest services to all guests.

Primary Responsibilities

• Answer incoming calls and respond to guest enquiries in a timely and courteous manner
• Provide up-to-date information to guests on products, service and promotions in the Resort
• Handle a wide range of guest requests such as in-room services, amenities, hotel facilities, wake-up calls, message handling and etc.
• Make outbound calls for follow-up as and when required
• Assist and follow up on calls, service requests, including coordination with relevant departments
• Escalate complex issues to supervisors or relevant departments for resolution
• Record and relay messages clearly and accurately, follow up to ensure job completion

Requirements

• Minimum GCE ‘N' Level or equivalent
• Pleasant and friendly mannerisms, with the ability to attend to all guests with respect and patience under all circumstances
• Preferably with 1 year experience in a Call Centre or Command Centre environment
• Possess some knowledge in relevant computer applications such as OPERA, Knowcross, PABX, Wake-up Call System, Outlook and etc.