3 Jobs for Call Center found
Social Media Care Specialist(Thai Speaking)ID:33189
3,000 SGD ~ 3,250 SGDCityJob Description
Our Client is the customer service center of the world's most famous hotel. This person will handle and resolve guest issues reported through a variety of social media / networking sites, along with research questions and respond to customers.
Shift Hours:
7am-4pm
8am-5pm
9am-6pm
【 What you will be doing 】
Social Care
- Review, research, and respond to social messages posted on approved social media platforms for all supported accounts.
- Build and maintain customer loyalty through positive customer engagement and issue resolution with strong attention to ensuring a positive guest experience.
- Collaborate with Social Care teams and other company stakeholders to support the customer engagement process and resolution of customer issues.
- Utilize appropriate communication channels (social, email, telephone, etc.) with guests, hotel associates, and other company stakeholders to gather relevant information and implement service recovery.
- Analyze customer social profiles, loyalty account details, customer history, and reported problems to formulate plans that overcome customer and hotel challenges; make sound and logical decisions based upon each individual situation.
- Handle calls from toll-free lines published on social media sites.
Guest Relations
- Maintain privacy and integrity of guest and associate personal information.
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.
Communication
- Answer social messages and emails using appropriate written communication etiquette
- Communicate with guests and co-workers using clear, appropriate and professional language.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to verify accuracy and completeness.Benefit
【 What they are offering 】
- AWS
- Variable Bonus
- Annual Leave 13days + 1day Birthday Leave
- AIA Insurance
- Panel Clinic
- Medical Reimbursement: 400SGD/year
- Evaluation(2 times/year)Reservation Sales & Loyalty Services(Korean Speaking)ID:33182
3,000 SGD ~ 3,300 SGDCityJob Description
Our Client is the customer service center of the world's most famous hotel. They are currently expanding the Korean desk and this person will handle 50% of Korean guests and 50% from other regions.
Shift Hours:
1)6am-3pm
2)7am-4pm
3)8am-5pm
4)12pm-9pm
【 What you will be doing 】
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations
- Deliver an effortless customer experience by responding positively and timely to customer questions, concerns, and requests.
- Anticipate customer needs, including asking questions to help discover sales opportunities and overcome objections based on knowing what your customer needs
- Provide a personalized service to our customers by recognizing and acknowledging status level and reason for travel
- Embrace loyalty and connect them to our brands or hotels at every opportunity.
- Support loyalty programs by enrolling customers at every opportunity.
Reservation Services
- Verify all reservation information with customers to ensure accuracy.
- Determine the most appropriate room type to meet guest requirements and maximize room rate.
- Explain guarantee and cancellation policies to customers.
- Describe room accommodations and benefit feature sale amenities to guests.
- Assign confirmation/cancellation numbers and clearly relay this information to customers, giving them the option of emailing and/or faxing these numbers.
- Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
- Input and access data in the reservation system by entering correct information into proper fields.
Communication
- Share the process for follow-up on any guest case issues to ensure the guest knows what happens next.
- Utilize all resources to stay up to date with new standards initiated by CEC
- Speak to guests and co-workers using clear, appropriate and professional language.
- Talk with and listen to other employees to effectively exchange information.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
- Handle customers with a First Call Resolution mindset based on your level of empowerment and where appropriate transfer for escalated handling of the customer issue.
- Comply with quality assurance expectations and standards.
- Efficiently navigate all systems.
Physical Tasks
- Enter and locate work-related information using computers and/or other methods.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.Benefit
【 What they are offering 】
- AWS
- Monthly Bonus(Depends on the individual performance: 10-15% of Monthly Salary)
- Annual Leave 13days + 1day Birthday Leave
- AIA Insurance
- Panel Clinic
- Medical Reimbursement: 400SGD/year
- Evaluation(2 times/year)Social Media Care Specialist(Vietnamese Speaking)ID:33187
3,000 SGD ~ 3,250 SGDCityJob Description
Our Client is the customer service center of the world's most famous hotel. This person will handle and resolve guest issues reported through a variety of social media / networking sites, along with research questions and respond to customers.
Shift hours:
7am-4pm
8am-5pm
9am-6pm
【 What you will be doing 】
Social Care
- Review, research, and respond to social messages posted on approved social media platforms for all supported accounts.
- Build and maintain customer loyalty through positive customer engagement and issue resolution with strong attention to ensuring a positive guest experience.
- Collaborate with Social Care teams and other company stakeholders to support the customer engagement process and resolution of customer issues.
- Utilize appropriate communication channels (social, email, telephone, etc.) with guests, hotel associates, and other company stakeholders to gather relevant information and implement service recovery.
- Analyze customer social profiles, loyalty account details, customer history, and reported problems to formulate plans that overcome customer and hotel challenges; make sound and logical decisions based upon each individual situation.
- Handle calls from toll-free lines published on social media sites.
Guest Relations
- Maintain privacy and integrity of guest and associate personal information.
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.
Communication
- Answer social messages and emails using appropriate written communication etiquette
- Communicate with guests and co-workers using clear, appropriate and professional language.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to verify accuracy and completeness.Benefit
【 What they are offering 】
- AWS
- Variable Bonus
- Annual Leave 13days + 1day Birthday Leave
- AIA Insurance
- Panel Clinic
- Medical Reimbursement: 400SGD/year
- Evaluation(2 times/year)
