The Contact Centre Agent is responsible for providing professional, prompt and world class customer service to both internal and external customers, whilst promoting Altira and City of Dreams’ services and facilities in an informed and timely manner. This relates to both phone and written (email/fax) customer point of contact.

Contact Centre Agent is an entry level position therefore agent would be learning minimal skillset required to perform certain tasks on either one of the following functions during the established probationary period.

Tele- Service (Customer Service) - General Enquiry, Internal Support HOH, F&B Dining reservations and Hotel In-House Guest Service requests Tele-Sales (Customer Sales) - Entertainment including THODW reservations, Hotel room reservations and general administrative support functions

This position is to perform a multi-skilled role governed by a 24/7 rotating roster in a diverse and fast pace environment.

PRIMARY RESPONSIBILITIES:

• Exhibit exceptional customer service at all times to both guests and fellow employees when communicating instruction, information or advice ensuring the information is receive in a timely manner and clearly understood.
• Understand, adapt and foster the Forbes standard and service methodology.
• Answering high volume of calls and maintaining a response rate swiftly in accordance with agreed standards. Calls must be answered within three number of rings (equivalent to an average of 15 secs), achieving minimal Abandon calls during shift.
• To participate and commit to achieving both individual and team targets set and outlined by the department.
• Adherence to calls and written correspondence to ensure established systems and procedures are followed. Ensure the optimum quality and level of customer service is provided through professional and efficient processing of all correspondence.
• Ability to learn additional skillsets after 4-6months period in line with the In-house development program; to develop knowledge and skills required to optimize performance levels.
• Follow established sales and marketing practices and procedures to assist in achieving corporate objectives (Ie: Up-selling, recommending venues and facilities, shows & etc) in order to endorse revenue.
• Accurately record and process requests and messages for our customers and associated departments efficiently as required utilising various systems and technology within Contact Centre operation.
• 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.
• Act as focal point to receive complaints, compliments or customer feedback; ensuring customers are treated professionally and accurate dissemination of information occurs.
• Consistently communicate and participate with the efficient handover on each shift.
• Assist with administrative tasks as required by Management, including preparation of statistical data and other designated workplace duties.
• Adhere to and exhibit professional behavior in accordance with Melco's corporate policies by assuming personal responsibility for ensuring the workplace is free of unacceptable workplace behavior, and a workplace culture of equity and diversity is fostered at all times.
• Adherence to established Occupational Health and Safety (OH&S) policies and procedures and reporting requirements.
• Facilitate and follow assigned tasks such as departmental or shift routine activities, Typhoon incidents or show cancellation.

KEY PERFORMANCE INDICATORS:

• 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
• Consistency in the delivery of established service standards
• Accurately record and disseminate messages and requests
• Competency displayed in the utilisation of required technology
• Accurate dissemination of product knowledge
• Ability to be flexible with skills in a 24 hour, 7 day a week rotating roster

QUALIFICATIONS:

Experience

• Relevant experience within a Call Centre or Contact Centre environment
• Hospitality or Casino experience is desirable
• Relevant customer service experience with Sales background is beneficial

Education

• High school degree, college education in Hospitality or related field preferred

Skills / Competencies

• Great communication skills as well as ability to work with others in close manner
• Ability to understand and execute complex written and verbal instructions
• Able to deliver excellent customer service, externally and internally
• Able to react effectively and calmly in emergencies
• Able to maintain customer confidentiality
• Fluency in Mandarin or Cantonese, well spoken English