Minor International
Customer Service Agent
Company
Role
Customer Service Agent
Location
Job type
Full-time
Posted
8 months ago
Salary
Job description
- Able to think fast, find answers, and respond quickly to customers’ concern, issues and questions, all with a polite, empathic, and professional and manner.
- Excellent customer care and focus, ability to assess customers’ needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience.
- Attract customs by promoting our company positively, answering questions and addressing concerns as they arise.
- Recommend possible hotels to meet the customs’ needs
- Ability to learn and follow all customer service procedures and policies.
- Refer issue and questions to managers if necessary
- Answer and manager incoming calls, emails, chats, WhatsApp, LINE, and/or the related channel
- Take personal responsibility for driving up selling and cross selling
- Strive to meet and go above personal and team targets, and goals.
- Aim for customer resolution and return
- Record, organize and file customer interactions and profile/account changes.
- Maintain effective office administrative procedures within the Minor Customer Contact Center, Thailand that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
- Able to close sell, up-sell and cross-sell on transient business.
- Assist to make all room reservation and ensure maximize room revenue and ensure all reservation detail update within required hotel procedures.
- Able to assist transient customer on other hotel inquiry, transportation, direction, spa, etc.
- Able to gather information of group and/or event inquiry with necessary steps.
- Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In-depth understanding of local seasonality and booking patterns.
- Taking, amending and cancel reservation details as applicable. Confirming the method of payment.
- Ensure compliance to all security and safety standards on everyday basis.
- Ensure optimal utilization of all company software system and maintain knowledge on all room types and its availbiltiy
- College degree in hotel management.
- Previous experience in customer support, client services, sales or a related filed
- Able to concentrate on multiple problems at once
- Personable and attentive
- Strong interpersonal skills
- Strong verbal communicator
- Customer-focused for positive customer experience and resolution
- Familiar with the software used to connect with customers and gather their information
- Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
- Excellent time management and prioritization skills
- Familiar with the hotel operations available technology and all distribution channels.
- Understand the dynamics of regional & local markets and local competitors.
