Job Description
At Customer Contact Centre, Thailand where you can leverage your learning and developing your skills with Customer Service, Reservation, Sales and Revenue Management.
Within this, the key responsibilities for this position are to:
- Assist in the effective operation of the Customer Contact Centre, Bangkok to meet the business goals of the Minor Hotels.
- Warrant correct operation of the Customer Contact Centre, Bangkok according to instructions given by company.
- Understand how to handle and managing all the customer's inquiry via social media, or email.
- Provide accurate, valid, and complete information by using the right methods/tools.
(ORS/Zendesk)
- Be fully aware at all times of the Selling Strategy, rates, packages, and booking status of the Minor Hotels.
- Understand and apply hotel policies for no-shows, cancellation, and deposit policies.
- Taking, amending, and cancelling reservation details as applicable. Confirm the method of payment. Replying to every request for information within the timeline specified by the Minor Hotels.
- Communicating with customers through various channels.
- Communicating and coordinating with colleagues, as necessary.
- Ensure customer satisfaction and provide professional customer support.
- Maintaining a positive, empathetic, and professional attitude toward customers always.
- Responsible for the administrative tasks and requirements in related report for Minor Customer Contact Centre:
- Daily Report
- Data clean up: Update customer data profile
- Follow Up tasks
- Stop Sale update
- Handle Zendesk B2B functionality and ticket requests to support other offices:
- Creating company and travel agent profile via ORS
- Reservation modification for OCM hotels
Qualifications
- Familiarity with computer systems
- Quick thinking and problem-solving abilities to resolve issues
- Eye for detail to achieve operational excellence
- Ability to multitask and prioritize tasks.
- Strong interpersonal skills
- Strong written communicator.
