About this role
Responsibilities
• Promptly answering incoming calls.
• Providing high-quality customer service.
• Troubleshooting and resolving customer issues, including technical problems, and billing questions.
• Following up with customers to ensure their issues have been resolved to their satisfaction
• Meeting specific performance targets, such as call volume, customer satisfaction ratings, and sales targets.
• Maintaining accurate records of customer interactions, including notes on customer issues and resolutions.
• Updating customer information, including contact details, account information, and preferences.
• Assisting customer with making reservations.
• Upselling and cross-selling additional products or services to customers in some cases.
• Adhering to company policies, procedures, and protocols, including data protection regulations and compliance requirements.
• Conducting arrival checks for each hotel shared within the team
• Updating voucher bookings and making reservations from the previous day
Requirements
• Attention to detail with high level of accuracy.
• Ability to work under pressure with high volumes of call.
• Self-starter with ability to work with minimal supervision.
• Ideally, experience working in a reservations type role, but more so in a call center environment managing volume calls.
• Excellent phone etiquette.
• Professional approach with sensitive data.
• Reliable and flexible to the needs of the business.
• Excellent comprehension of the English language both verbal and written
Work Arrangement
• Work Setup: On-site
• Work Hours: Rotating roster, should complete nine (9) hours work, inclusive of one (1) hour lunch break.
Perks & Benefits
• Day 1 HMO & Protection: Prioritize your peace of mind! Secure your health with HMO coverage right on day one, plus full life and accident insurance.
• Go Global: Build your portfolio with international accounts and continuous upskilling to fast-track your career.
• Workplace Perks & Great Culture: Work out of a sleek Ortigas hub, snag flexible work options, and enjoy a vibrant team culture packed with regular events and dedicated HR support every step of the way.