Paiza Services Senior Executive (Japanese speaking) Call Center Environment

Marina Bay Sands Pte Ltd Date Posted: 24-Oct-2017

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Job Description

  • Attend to Casino patron enquiries and requests through emails and/or voices ensuring their needs are attended to timely and professionally
  • Handle patron queries and provide accurate information.  As well as, conduct follow up with patron and/or internal stakeholder and respond accordingly
  • Communicate information on patrons’ events and promotions on a regular basis with our Branch Offices to ensure casino patron are catered for in every way upon their arrival and departure
  • Perform travel, transfer arrangement and/or accommodation booking as required by the patron or internal stakeholders.
  • Respond to all patrons or internal stakeholders in a highly professional manner, including ensuring all reservation likelihood room; flight and attraction ticket; limousine arrangement as well as Jet Quay arrangement (liaise with vendor of special service treatment for flight arrival, departure and transit) are complete accurately and to patrons’ or internal stakeholders’ expectation
  • Follow up patrons’ feedback and provide timely responses to achieve optimum satisfaction level
  • Work closely with International Marketing Operation, Player Development, Hotel and VIP Services to ensure all patron requirements and arrangements are met while maintaining the highest level of customer service during all transactions.
  • Maximize revenue through up-selling for Suite room
  • Monitor and assign in administrative matters and other ad-hoc duties.  As well as, follow up diligently all administrative tasks when assigned to subordinate and ensuring all requests are in order
  • Oversees of Admin Assistance team daily work performance and ensuring tasks assign are attended to timely and professionally
  • Escalate all challenging issues raise by Coordinator and report to Superior and ensure patrons’ needs are well attended to
  • Review and enhance processes and procedures to ensure efficiency of the operation
  • Deliver a professional, prompt and high quality service experience to patron or internal stakeholder over the phone and/or email while maintaining the hotels brand standards
  • Maintain departmental KPI
  • Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance to the respective local laws and regulations.

Job Requirements

  • Possesses at least a Diploma in any field with 3-years of working experience in a customer servicing capacity
  • Candidate without the relevant academic qualifications but comes with the above relevant experience is welcome to apply
  • Possesses excellent communication skills and telephone mannerism
  • Proficiency in Microsoft Office
  • Candidate must be fluent in one other written and spoken language ie English, Mandarin, Indonesia Malay
  • Qualify JLPT N2 and above (Japanese-Language Proficiency Test) for locals as the successful candidate will be attending to Japanese speaking guests.
  • Ability to perform rotating shift work including midnight shift and work on public holidays and weekends
  • Attend to Casino patron enquiries and requests through emails and/or voices ensuring their needs are attended to timely and professionally
  • Handle patron queries and provide accurate information.  As well as, conduct follow up with patron and/or internal stakeholder and respond accordingly
  • Communicate information on patrons’ events and promotions on a regular basis with our Branch Offices to ensure casino patron are catered for in every way upon their arrival and departure
  • Perform travel, transfer arrangement and/or accommodation booking as required by the patron or internal stakeholders.
  • Respond to all patrons or internal stakeholders in a highly professional manner, including ensuring all reservation likelihood room; flight and attraction ticket; limousine arrangement as well as Jet Quay arrangement (liaise with vendor of special service treatment for flight arrival, departure and transit) are complete accurately and to patrons’ or internal stakeholders’ expectation
  • Follow up patrons’ feedback and provide timely responses to achieve optimum satisfaction level
  • Work closely with International Marketing Operation, Player Development, Hotel and VIP Services to ensure all patron requirements and arrangements are met while maintaining the highest level of customer service during all transactions.
  • Maximize revenue through up-selling for Suite room
  • Monitor and assign in administrative matters and other ad-hoc duties.  As well as, follow up diligently all administrative tasks when assigned to subordinate and ensuring all requests are in order
  • Oversees of Admin Assistance team daily work performance and ensuring tasks assign are attended to timely and professionally
  • Escalate all challenging issues raise by Coordinator and report to Superior and ensure patrons’ needs are well attended to
  • Review and enhance processes and procedures to ensure efficiency of the operation
  • Deliver a professional, prompt and high quality service experience to patron or internal stakeholder over the phone and/or email while maintaining the hotels brand standards
  • Maintain departmental KPI
  • Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance to the respective local laws and regulations.

Job Requirements

  • Possesses at least a Diploma in any field with 3-years of working experience in a customer servicing capacity
  • Candidate without the relevant academic qualifications but comes with the above relevant experience is welcome to apply
  • Possesses excellent communication skills and telephone mannerism
  • Proficiency in Microsoft Office
  • Candidate must be fluent in one other written and spoken language ie English, Mandarin, Indonesia Malay
  • Qualify JLPT N2 and above (Japanese-Language Proficiency Test) for locals as the successful candidate will be attending to Japanese speaking guests.
  • Ability to perform rotating shift work including midnight shift and work on public holidays and weekends

Company Overview

Marina Bay Sands Pte Ltd