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Περιοχή

Εταιρία:
Bill and Coo Hotels Mykonos
Ημερομηνία Δημοσίευσης:
17-05-22
Τύπος απασχόλησης:
Πλήρης
Κωδικός θέσης εργασίας:
Κατηγορία εργασίας:
Εξυπηρέτηση Πελατών - Administration
Στελέχη Ξενοδοχειακών Μονάδων
Περιοχή εργασίας:
Νομός Κυκλάδων

Telephone Center Agent

Job Title: Telephone Center Agent

Reports to: Front Office Manager

Department: Front Office

POSITION SUMMARY:

The Call Center agent handles inbound and outbound calls. Is responsible to respond to incoming calls from the guests and external contacts to take their orders, answer questions and inquiries, troubleshoot problems, provide information, and handle complaints regarding the organization’s products or services. Additionally, call center agents are responsible to gather survey data, making sure they are recorded to each guest’s and external contact’s profile.

DUTIES AND RESPONSIBILITIES:

  • Answering phones professionally as per LHW standards
  • Responding to guests/ external contacts inquiries and complaints.
  • Researching required information using available resources.
  • Excellent knowledge of the organization’s sister properties and hotel’s premises, services, and special events
  • Identifying, escalating priority issues, and reporting to the high-level management.
  • Routing inbound and outbound calls to the appropriate departments.
  • Following up complicated calls where required.
  • Completing call notes and call reports as necessary and updating them in the system.
  • Handling requests from hotel guests with instant messaging from mobile app and WhatsApp.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries.
  • Recording details of comments, inquiries, complaints, and actions taken.
  • Communicating and coordinating with internal departments.
  • Participating in other FO duties if needed.

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