Call Centre Agent

Responsibilities

•    To handle all incoming and outgoing calls efficiently and courteously as per the standards.
•    Ensure all discretionary procedures are followed prior to transferring guest calls.
•    All requests are to be entered into the call centre system and followed through until completion.
•    Guest satisfaction to be checked by follow up reviews and calls to guests.
•    Effectively handover open calls to the next shift’s colleagues. When necessary, inform Management of key points of status as appropriate.
•    To give full cooperation – operation to any colleague requiring assistance in a prompt, caring and helpful manner and to assist in other Hotel departments in response to the business and client needs.
•    To relate any queries or any other important issues to your Supervisor.
•    To be aware of the Hotel Management, their offices and role availability.
•    To be the centre of communications in times of emergency and fire.
•    All calls to be answered within 3 rings.
•    Keep your work area tidy and clean.
•    Shift work will be required to cover 24 hour operations of the Department.