Customer Contact Experience Agent

**Job Function**:
**Duties & Responsibilities**:
Customer Service
- To ensure a positive and joyful customer service and communication experience for all customers.
- Managing processes and communications with customers (internal and external) through multiple channels
- Prioritizing tasks in order to supply superior service to all customers
- Ensure the service is fast and efficient for our customers, and cost-effective for the company.
- Ensure that customers’ issues are handled efficiently and with empathy
- Resolving issues while not jeopardizing customer relationships
- To optimise the relationship with customers in order to drive sales growth and sustained long-term profitability
- To solve customer complaints within the level of authorisation. To recognise when you need to escalate an issue and then pass on the relevant information to a manager for him/her to be able to deal effectively with the customer
- Working in a fast-paced environment with shifting priorities
- Accountable for driving operational excellence and improving customer centric partnerships through the execution of premier service delivery
- To provide a courteous and professional service at all times
- To deliver the brand services standard and providing positive and constructive feedback
- To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily
- To answering incoming Live Chat and giving replies to customers inquiries

Reservations task
- Check arrivals: Review detail of each booking and correction such as room rate, rate code and period of stay
- OTA booking: For some agent interface incorrect room rate, staff has to correction in PMS such as Hotelbeds and GTA.
- Employee booking. Leisure purpose: Reservation has to process booking in system with provide confirmation number in booking link. Business purpose: Reservation will write down occupancy in document and ask revenue to consider before process booking. For any revisions of business purpose, reservations have to ask revenue to reconsider any before confirm booking

**Traces**:

- This report use for follow up between department and remind reservation to follow up payment of prepayment

**Membership booking**:

- Control allotment of complimentary room.
- Process booking in PMS or VB.

**Additional Skills**:
- All enquiry must acknowledge and handle within 24 hours.
- Reservations have to put all guest requirements to all concerned for further arrangement.
- To answer and solve customer’s enquiries and complaints.
- To update customer’s data which are requested by customers.
- To add Points which have been reported by customer’s and/ or property’s.
- To manage customer’s response within SLA.
- To answer and solve property’s enquiries and requests.
- Open and maintain customer accounts by recording account information
- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Record the resolution of customer’s complaint into the system, iMind.
- Handle complaints, provide appropriate solutions and alternatives within SLA.
- Prepare service reports which have been recorded into iMind.
- Resolve property’s requests which have related to loyalty customers.
- Calculate Points based on customer’s spent and add Points into the system within time frame and correctly.
- Relationships: To maintain good working relationships with your own colleagues and all other departments and on Duty of all staffs in their absence
- To maintain the cleanliness of the working area in the office.
- To maintain a high standard of personal appearance and hygiene at all times
- To have a complete understand of the hotel's employee handbook and adhere to the regulations contained within
- To updates the computer immediately and accurately if there's any changes
- To report for duty punctually wearing the correct uniform and name badge at all times
- To assist all new project which assigned by management
- To carry out any other reasonable duties and responsibilities as assigned
- Highly organized individual who has a strong ability to multi-task
- Excellent communication skills and networking abilities
- Requires excellent communication skills, both verbal and written in the respective language required
- Proficiency in English communication
- Prior systems knowledge of reservation, Microsoft Programs
- Be a clear thinker, remaining clam and resolving problems using good judgment
- Satisfactory communication with guest, management and coworkers to their understanding
- Bachelor’s Degree or master’s degree in any field
- New graduates are welcomed
- Ability to work independently and under pressure
- Team player and exemplify positive professional attitude and all-inclusive demeanour
- Succe