029423 Agent, Contact Centre (Open)

Position Summary

The Contact Centre Agent is responsible for providing professional and prompt service to our customers, promoting the company's services and facilities in an informed and timely manner.

Primary Responsibilities

• To ensure the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of the Contact Centre - hotel room reservations, restaurant bookings, show ticketing, guest services and internal help desk and job despatch.
• To accurately record and process requests and messages for our guests and customers and associated departments, utilising the systems and technology.
• To maintain current knowledge of policies and procedures pertaining to all areas of operation as well as keeping abreast of up-coming events, ensuring accurate information is provided to our customers.
• To adhere to established policies and procedures and reporting requirements
• Consistently seek to develop a trusting relationship and working rapport with team members and ensure a positive approach to work.
• To report all customer complaints and service requirements to appropriate personnel in a timely and efficient manner to minimise customer dissatisfaction.

Qualifications, Experience and Personal Attributes

• Relevant experience within a call centre environment and/or customer service experience
• Excellent communication skill
• Adheres to and supports the Company's Vision and Values
• Displays a high commitment to improving customer service
• Achieves agreed objectives and accepts accountability for results
• Fluency in Mandarin or Cantonese, well spoken English
• Consistency in the delivery of established service standards
• Competency displayed in the utilisation of required technology
• Accurately record and disseminate messages and requests
• Accurate dissemination of product knowledge
• Ability to be flexible with skills in a 24 hour, 7 day a week rotating roster

Job

Hotel Operations

Primary Location

Macau SAR-City of Dreams Macau

Organization

City Of Dreams Macau