Customer Care Center Agent (신입가능 · 중국어 · 일어 능통자 우대)

Position Summary: The Customer Care Center Agent is responsible for running smooth and efficient daily operation. Create a positive first impression for all guests by responding in accordance with the Service Standard of each communication channel. Provide top-notch service by having a customer focused attitude. As a revenue generated department, each agent must be aware of any sales opportunities. Primary Duties and Responsibilities: Adhere to Customer Care Center Standard Operation Procedure which in line with company standard. Maintain a high level of service attitude to all internal and external in every aspect. Ensure customer complaints and inquiries are handled in a courteous and efficient manner to make sure problems are resolved satisfactorily. Attend all incoming call according to the Customer Care Center Standards. Perform all outbound calls according to Customer Care Center Standards. Respond all correspondence once received according to Customer Care Center Standards. Enter Hotel and Casino reservations in Reservation System accurately in timely manner. Handle all in-house guests’ requests by dispatching through respective system accurately in timely manner. Ensure all hotel product knowledge, promotion and package are up to date. Listen attentively and actively to all guests’ inquiries to bring exceptional service while increasing the sales opportunity. Perform ad hoc assignments delegated by Team Leader or Manager in timely manner. Assist Team Leader and Managers on daily operation requirements. Be supportive and flexible to other colleagues within the department. Focusing on the success of hotel and guest satisfaction. Be flexible on any operational changes. Take care of the company assets.