Paiza Services Executive (VIP Call Centre)

Marina Bay Sands; Singapore; On-site; SGD 29,000 - 47,000; Full time

Job summary

Marina Bay Sands is seeking a proactive Customer Service Associate to greet and assist guests across casino and hospitality touchpoints in Singapore. You will handle inquiries by email and phone, and process reservations for rooms, events and experiences with accuracy and courtesy.

The role requires Mandarin-speaking ability and good English, willingness to work varied shifts, and proficiency with Outlook and MS Office. A Diploma or higher in Hospitality or related field is preferred.

Qualifications

• Excellent communication skills (verbal and written).
• Mandarin-speaking ability with intermediate English proficiency.
• Willingness to work varied shifts including mornings, afternoons, nights and public holidays.
• Proficient with Outlook and MS Office applications.

Responsibilities

• Attend to Patrons’ and stakeholders’ enquiries via email or call, ensuring timely, professional responses.
• Follow up on outstanding enquiries and feedback with Patrons and stakeholders.
• Register Patrons for casino events, promotions and other experiences.
• Assist with creation of casino programs and with redemption of offers.
• Work with Sales, Marketing, VIP Services to meet Patrons’ requirements and maximize guest satisfaction.

Skills

Communication skills

Mandarin speaking

English proficiency

Telephone etiquette

Education

Diploma or higher in Hospitality/Business

Tools

Outlook

MS Office

Job description

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Responsibilities

• Attending to casino Patrons’ and internal stakeholders’ enquiries, requests and feedback through emails and/or calls ensuring that their needs are attended to timely and professionally.

• Follow up on outstanding enquiries, requests and feedback with Patrons and internal stakeholders.

• Confirm and process reservation requests for rooms, flights, transfers, attractions, restaurants and limousines, as required by Patrons and internal stakeholders.

• Registration of Patrons for casino events, tournaments and promotions.

• Process redemption of casino offers such as room, birthday and other promotions.

• Ensure that Patrons’ information, preferences and tier entitlements have been maintained and recorded accurately.

• Assist with the creation of casino programs.

• Assist retailers with manual adjustment of Destination Dollars (i.e. earnings and redemptions) and Sands Dollars (i.e. redemptions only).

• Work closely with the Sales Teams, International Marketing Operations, Player Development Operations, Hotel and VIP Services to ensure all arrangements have been made to meet Patrons’ requirements while maintaining the highest level of customer service.

• Help maximize room revenue by up-selling higher room categories to Patrons.

• Escalate to Supervisor all incidents and issues/matters which require further clarification(s) during the shift.

• Deliver professional, prompt and high-quality service experience to Patrons and internal stakeholders over the phone and email while maintaining Marina Bay Sands’ standards and departmental KPIs.

• Review and enhance processes and procedures to ensure efficiency of the operations.

• Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance with the respective local laws and regulations.

• Perform all other ad hoc duties as and when required.

Job Requirements

Education & Certification

• Diploma or higher qualification in Hospitality, Business, Marketing or any related disciplines.

Experience

• Prior experience in Call Center or Customer Service role preferred.

• Candidates with no relevant work experience are welcome to apply.

Other Prerequisites

• Excellent verbal, written and interpersonal communication skills and telephone etiquette.

• Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays.

• Able to communicate confidently in Mandarin, with at least intermediate proficiency in English, to effectively engage with Mandarin-speaking guests. Other Asian dialects or languages will be viewed favorably.

• Competent in Outlook and Microsoft Office program (Word, Excel, PowerPoint)

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore.Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.