Call Centre Agent wanted at Marina Bay Harbor front – Singapore

waterfront promenade marina bay sands Singapore

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waterfront promenade marina bay sands Singapore
Job no: 492354
Work type: Full-Time
Location: HarborFront Office
Categories: Call Center

JOB SCOPE
Handle and assist guests via internal/ external incoming calls and emails of the hotel and general inquiries hotline
Handle first level guest complaints and resolve them with calm and professionalism
Communicate situations where guests are dissatisfied or experiencing a problem and offer/discuss the resolution to the Manager on Duty promptly
Take requests for wake-up calls and follow through to ensure guests receive their wake-up call at the requested time
Ensure accuracy & promptness in relaying to guests’ messages
Maintain up-to-date hotel information of events and activities so that guests will receive accurate and prompt information when requested
Perform functions of Concierge, Sales & Front Office services and requests effectively & efficiently

Respond to emergency situations with composure and effectively, according to hotel guidelines
Ensure that all individual, team and departmental KPI’s are achieved
Any other responsibilities that may be assigned from time to time

JOB REQUIREMENTS

GCE ‘O’ Level, Nitec or higher
Candidates with hotel or tourism experience will have an added advantage
Demonstrate knowledge and proven experience in Customer Service and Complaint handling skills
Strong operational background with good organizational and problem solving skills
Must have the ability to handle multiple tasks simultaneously and work well under pressure
Candidates must possess computer & internet knowledge
Must be fluent in reading, writing and speaking English
Proficiency in other languages such as Mandarin, Malay, Japanese and Korean are extremely beneficial
Possesses pleasant voice with excellent telephone etiquette
Must be customer or service oriented.
Must possess effective communication skills, both verbal and written
Proficient in Microsoft Office applications such as Microsoft Outlook
Must be willing to work any day of the week, rotational shifts (including public holidays and overnight shifts) depending on operation needs
A good team player and takes initiative to assist other Team Members when require
Must be goal-oriented and highly motivated self-starter with the ability to adapt to changes in a dynamic environment
Mature, meticulous, resourceful, organized and able to work independently
Work is carried out predominantly in the Express Service Department in Singapore but is subject to change to meet business/operational needs
Able to work in front of computer screen for extended periods of time
Able to type using computer keyboards for extended periods of time
Able to sit for extended periods of time