Contact Centre Agent Jobs

Unit

Job Purpose

• Upsell bookings to achieve best available rates on all booking requests; and convert calls to bookings/reservations where relevant
• The Contact Centre Agent, as the first point of contact for the resort; is responsible for the answering of inbound calls received by the business unit and providing of exceptional, professional customer services to guests in line with Company standards and the Sun Way Culture. This will include:
• The routing of calls to relevant people and or departments received via the switchboard;
• Facilitating the logging, monitoring and resolution of in-house guest prompt response queries and issues

Education

• 3-Year Hotel School Diploma is an advantage
• Grade 12

Experience

• 2-3 Years’ experience in the hospitality or service industry in a front office; reservations, switchboard or call centre environment

Key Performance Areas

• Direct clients calls to the correct destination (department / person) through correct screening / questioning techniques
• Deal with queries and complaints from guests, escalating or transferring any issues where necessary
• Route and capture special requests on system bookings
• Complete handover reports and files
• Upload and input market codes, source codes, nationalities and rates correctly into the system
• Report and monitor prompt response issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction during their stay.
• Pull reports from PMS and ORS – reservations, including arrivals, stats, rooming lists, reservations audit, profit room amendments and cancellations
• Answer inbound calls received by the business unit in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
• Compile and communicate confirmation letters to clients, as per their booking requirements
• Provides accurate information (including promotion information, functions, products, facilities, etc.) to guests
• Upsell bookings to achieve best available rates on all booking requests; and convert calls to bookings / reservations where relevant
• Build good relationships and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the brand of the Company

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

POPI Statement

• Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
• Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.