Royal Service Agent (Phone Call Operator)

Accor; Fatih; On-site; TRY 133,920 - 200,880; Full time

Job summary

Grand Tarabya Managed by Accor in Istanbul, Türkiye, is seeking a friendly Royal Service Agent (Phone Call Operator) to deliver exceptional customer service by handling incoming calls and providing accurate information. You will be the voice of the brand, supporting guests and clients with a professional, empathetic approach.

Key responsibilities include listening carefully, resolving issues, updating records in the CRM, and collaborating with the team to meet performance targets while staying

Qualifications

• Excellent verbal and written communication in English and Turkish.
• Strong active listening and problem-solving abilities.
• Experience in customer service or call center environment.
• Proficiency with customer service software and computer systems.
• Ability to multitask and manage time in a fast-paced environment.
• Patient and empathetic approach to customer interactions.

Responsibilities

• Answer incoming customer calls promptly and professionally.
• Listen attentively to inquiries, concerns, and feedback.
• Provide accurate information and resolve customer issues.
• Maintain high customer satisfaction through personalized service.
• Document and update interactions in the customer service software.
• Collaborate with team members to address complex needs.
• Identify and elevate priority issues when necessary.
• Stay informed about products, services, and policies.
• Participate in ongoing training to enhance skills.
• Meet or exceed performance metrics and quality standards.

Skills

English & Turkish

Active listening

Problem solving

Customer service

Multitasking

Education

High school diploma

Customer service certification

Tools

CRM software

Telephone systems

Job description

Company Description

The Grand Tarabya Managed by Accor is a historic hotel located on the Bosphorus in Istanbul. With a 4,500 square meter spa area, a panoramic Bosphorus view of 29 residences and 248 rooms, and a 1,280 square meter ballroom, it offers guests a blend of architecture, beauty, and comfort. The hotel’s restaurants and bars provide unforgettable gastronomic adventures, while its commitment to care and elegance makes it a memorable experience for all visitors.

Job Description

We are seeking a friendly and empathetic Royal Service Agent (Phone Call Operator) to join our team in Istanbul, Türkiye. As a Royal Service Agent, you will be the voice of our company, providing exceptional customer service and support to our valued clients via phone calls. Your role will be crucial in ensuring customer satisfaction and maintaining our reputation for excellence.

• Answer incoming customer calls promptly and professionally
• Listen attentively to customer inquiries, concerns, and feedback
• Provide accurate information and resolve customer issues efficiently
• Maintain a high level of customer satisfaction through personalized service
• Document and update customer interactions in our customer service software
• Collaborate with team members to address complex customer needs
• Identify and elevate priority issues when necessary
• Stay informed about company products, services, and policies
• Participate in ongoing training to enhance customer service skills
• Meet or exceed performance metrics and quality standards

Qualifications

• Excellent verbal and written communication skills in both English and Turkish
• Strong active listening and problem‑solving abilities
• Proven experience in customer service or call center environment
• Proficiency in using customer service software and computer systems
• Ability to multitask and manage time effectively in a fast‑paced environment
• Patient and empathetic approach to customer interactions
• High school diploma or equivalent (preferred)
• Customer service certification (preferred)
• Flexibility to work various shifts as needed
• Ability to work on‑site in Istanbul, Türkiye