Call Centre Specialist (Hotels)

RESORTS WORLD AT SENTOSA PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A prominent resort in Singapore is seeking a Call Centre Agent to provide timely assistance to guests through various communication channels. The ideal candidate should have excellent customer service skills, a pleasant demeanor, and preferably a year of experience in a call centre environment. You will manage guest enquiries, provide information on services, and ensure high-quality guest interactions. Flexibility to work shifts, including weekends, is essential.

Qualifications

• Pleasant and friendly mannerisms, capable of attending to guests respectfully.
• Preferably with 1 year experience in a Call Centre or Command Centre environment.
• Flexibility to work varied shifts, including weekends and public holidays.

Responsibilities

• Answer incoming calls and respond to guest enquiries courteously.
• Provide up-to-date information on products and services in the Resort.
• Handle a wide range of guest requests including in-room services.
• Make outbound calls for follow-up as required.
• Assist with service requests, coordinating with relevant departments.

Skills

Customer service skills

Communication skills

Problem-solving skills

Education

GCE 'N' Level or equivalent

Tools

OPERA

Knowcross

PABX

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