REQ2381 Executive, Outbound Sales (Open Date: 06-Aug-2019)

Primary Summary

To retain players and increase loyalty by serving as a personal contact to casino players, to ensure excellent customer service, to help instill the perception in the minds of people in Macau, Hong Kong and China, that City of Dreams has establishments which exude gracious living. To perform all duties in accordance with The City of Dreams policies and within the realm of The City of Dreams vision, mission and values.

Primary Responsibilities

• Use Telemarketing System to make phone calls and to invite players to visit the City of Dreams properties
• Keep contact with players to develop relationship with potential patrons and nurturing existing player relationships
• Arrange limo, ferry, and other amenities with the appropriate departments
• Anticipation of Guest needs : anticipate needs prior to arrival and departure and organize for these needs to be met efficiently and effectively
• Pick up inbound calls from players and answer patrons' inquiries
• Use player tracking system to manage coded player bases and record pertinent contact, play information and assist in keeping database updated
• Obtain players' preferences and feedback by conducting telephone surveys
• Update latest patron information (telephone, email addresses, mailing addresses and preferences)
• Create database to maintain integrity and reliability of information obtained in key customer feedback studies
• Recognize players' special occasions i.e. birthdays and anniversaries, etc
• Be able to maintain portfolio of assigned active and inactive players
• Have a thorough understanding of the loyalty program
• Keep all customer information confidential
• Perform other duties as assigned

Experience

• Have telemarketing experience, preferably with a solid casino marketing and hotel business knowledge
• Experience with customer satisfaction programs in a service industry preferred
• Familiarity with gaming industry preferred

Education

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

Skills / Competencies

• Be target driven, have the ability to converse confidently at decision maker level
• Have excellent telephone manner, be customer focused
• Have a good sense of humour
• Handle multiple tasks simultaneously
• Knowledge of written and spoken Mandarin and Cantonese is required. Fluency in English, Japanese, Korean, Thai, other relevant languages is a major advantage.
• Work independently and be self-motivated
• Respond calmly and make rational decisions when handling customers' needs
• Must be able to work flexible schedules, including nights, weekends and holidays
• Get along well with fellow team members and work as a team
• Meet the attendance guidelines of the job and adhere to departmental and company policies
• Have a well groomed, professional appearance