Guest Service Executive - Call Centre Agent (Express Service)

Marina Bay Sands Pte Ltd| Date Posted: 3-Jun-2020
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Job Nature:
Permanent
Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

JOB SCOPE

  • Be customer centric with internal and external guests via all communication channels
  • Deliver high touch experience that is aligned with Company Service Strategy to all guests
  • Tackle first level complaint with a pleasant disposition
  • Agility to handle services and requests effectively & efficiently
  • Apply logic in guests challenges and proactively offer/discuss resolution with a Manager on Duty
  • Up-to-date with hotel information of events/activities to provide accurate information in a timely manner
  • Responsive to emergency situations in according to hotel guidelines
  • Contribute to achieve individual and team KPIs
  • Support other responsibilities that may be assigned from time to time

JOB REQUIREMENTS

  • Minimally GCE ‘O’ Level, Nitec or higher
  • Customer centric attitude and work well under pressure
  • Compose in handling complaints and emergencies
  • Ability to multi-task and comfortable with applications and technology
  • Proficiency in other languages than English such as Mandarin, Japanese and Korean are extremely beneficial
  • Excellent telephone etiquette
  • Effective communication skills, both verbal and written
  • Rotational shifts including public holidays and overnight shifts, depending on operation needs
  • High collaboration and adaptable to changes in a dynamic environment
  • Mature, meticulous, resourceful, organized and able to work independently
  • Work is subjected to change to meet business/operational needs
  • Able to work in front of computer and sit for extended periods of time