Contact Center Agent

Job Description

Role Purpose:The Contact Center Agent is responsible for managing communications with guests, addressing their inquiries, and providing detailed information about Sindalahs services and amenities. The agent plays a crucial role in ensuring guest satisfaction and upholding the standards of service excellence through effective use of the CRM systems.Key Accountabilities & Activities:•Handle incoming calls and communications from guests, providing timely and accurate responses to inquiries.•Log guest interactions and details of inquiries, comments, and complaints in the CRM system.•Provide guests with information about facilities, services, and ongoing promotions at Sindalah.•Escalate complex issues to the Contact Center Supervisor or other relevant staff to ensure guest satisfaction.•Follow communication scripts or knowledge base when handling different topics, maintaining professionalism and courtesy throughout all interactions.•Manage and resolve guest complaints with a focus on service recovery and guest satisfaction.•Participate in training sessions to continuously improve knowledge and performance.•Meet personal/team qualitative and quantitative targets.Background, Skills & Qualifications:•Strong communication and interpersonal skills, with the ability to interact professionally with a diverse group of clients and staff.•Proven customer support experience or experience as a client service representative.•Familiarity with CRM systems and practices, with the ability to type, process, and analyze data effectively.•Excellent listening and problem-solving skills.•Fluency in English; proficiency in Arabic or other languages is beneficial.•Ability to work in a fast-paced environment and maintain patience and professionalism under pressure.Qualifications:•High School Diploma: hospitality certification is a plus.•Over 5+ years’ experience within a major hotel group / hotel management company in the capacity of Guest Services Customer Service or Hotel Front Desk/Contact Centre ServicesMonthly salary range: 7000 - 10000 SAR Company Profile Positions Abroad is a professional recruitment and selection agency recruiting for the well-known clients around the world and helping them to find the best possible candidates globally for their high paying positions.

Keyskills :
The Contact Center Agent is responsible for managing communications with guests addressing their inquiries and providing detailed information about Sindalah's services and amenitie