Customer Service Agent

Job Description

• Able to think fast, find answers, and respond quickly to customers concern, issues and questions, all with a polite, empathic, and professional and manner.
• Excellent customer care and focus, ability to assess customers needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience.
• Attract customs by promoting our company positively, answering questions and addressing concerns as they arise.
• Recommend possible hotels to meet the customs needs
• Ability to learn and follow all customer service procedures and policies.
• Refer issue and questions to managers if necessary
• Answer and manager incoming calls, emails, chats, WhatsApp, LINE, and/or the related channel
• Take personal responsibility for driving up selling and cross selling
• Strive to meet and go above personal and team targets, and goals.
• Aim for customer resolution and return
• Record, organize and file customer interactions and profile/account changes.
• Maintain effective office administrative procedures within the Minor Customer Contact Center, Thailand that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
• Able to close sell, up-sell and cross-sell on transient business.
• Assist to make all room reservation and ensure maximize room revenue and ensure all reservation detail update within required hotel procedures.
• Able to assist transient customer on other hotel inquiry, transportation, direction, spa, etc.
• Able to gather information of group and/or event inquiry with necessary steps.
• Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In-depth understanding of local seasonality and booking patterns.
• Taking, amending and cancel reservation details as applicable. Confirming the method of payment.
• Ensure compliance to all security and safety standards on everyday basis.
• Ensure optimal utilization of all company software system and maintain knowledge on all room types and its availbiltiy

Qualifications

• College degree in hotel management.
• Previous experience in customer support, client services, sales or a related filed
• Able to concentrate on multiple problems at once
• Personable and attentive
• Strong interpersonal skills
• Strong verbal communicator
• Customer-focused for positive customer experience and resolution
• Familiar with the software used to connect with customers and gather their information
• Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
• Excellent time management and prioritization skills
• Familiar with the hotel operations available technology and all distribution channels.
• Understand the dynamics of regional & local markets and local competitors.