Paiza Services Executive (VIP Call Centre)

Marina Bay Sands; Singapore; On-site; SGD 36,000 - 47,000; Full time

Job summary

Marina Bay Sands is seeking a customer service professional to handle patrons' and internal stakeholders' inquiries via email and phone, ensuring timely and professional responses and follow-ups. You will assist with room reservations, travel arrangements, event registrations and promotions, while maintaining accurate patron data and up-selling where appropriate.

The role requires Mandarin communication with English proficiency, excellent communication skills, and competence with Outlook and

Qualifications

• Diploma or higher in Hospitality, Business, Marketing or related discipline.
• Prior Call Center or Customer Service experience preferred.
• Excellent verbal and written communication; Mandarin and English proficiency.

Responsibilities

• Attend to patrons’ enquiries via email and phone, ensuring timely and professional responses.
• Follow up on outstanding enquiries and feedback with patrons and stakeholders.
• Register patrons for rooms, flights, transfers, events and promotions.
• Assist with reservations and program creation; maintain accurate patron data.
• Upsell room categories to maximize revenue and deliver high-quality service.
• Escalate incidents to supervisor when clarification is required and ensure KPIs are met.

Skills

Mandarin

English proficiency

Telephone etiquette

Outlook

Microsoft Office

Education

Diploma or higher in Hospitality/Business/Marketing

Tools

Outlook

Microsoft 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.