Call Centre Specialist (Hotels)

RESORTS WORLD AT SENTOSA PTE. LTD.; Singapore; On-site; SGD 24,000 - 28,000; Full time

Job summary

A leading resort in Singapore is searching for a Call Centre Agent to manage guest communications and inquiries through various channels. The ideal candidate should have strong communication skills, a pleasant demeanor, and willingness to work flexible shifts. Responsibilities include answering calls, providing information about services, and assisting with various guest requests. Prior experience in a Call Centre setting is preferred.

Qualifications

• Minimum GCE ‘N’ Level or equivalent.
• Pleasant and friendly mannerisms.
• 1 year experience in a Call Centre is preferred.
• Knowledge of relevant computer applications is helpful.
• Flexibility to work varied shifts.

Responsibilities

• Answer incoming calls and respond to enquiries.
• Provide guests with information on services and promotions.
• Handle various guest requests effectively.
• Make outbound calls for follow-up.
• Assist in coordination with relevant departments.
• Escalate complex issues as needed.
• Record messages accurately and follow up.

Skills

Pleasant mannerisms

Ability to handle guest requests

Communication skills

Education

Minimum GCE ‘N’ Level or equivalent

Tools

OPERA

Knowcross

PABX

Wake-up Call System

Outlook

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.
• Flexibility to work varied shifts, including weekends and public holidays