Call Center Agent

The Inbound Guest Services Agent is to provide our Guests with a world class service according to our Yas Island guest experience ethos. He/she will create memorable vacation planning experiences utilizing exemplary sales techniques, solid guest service skills, and strong attention to detail. Meeting or exceeding established booking conversion rates, average handling time guidelines, and other performance metrics associated with the position.The Inbound Guest Services Agent will develop and maintain excellent relationships with Guests resulting in increased levels of Guest service and conversion rates.To receive inbound enquiries from guests enquiring about any of the brands represented on Yas IslandTo gain a clear understanding of the guests’ enquiry or complaintTo properly answer the guests’ query in the most accurate and speedy manner without making the guest feel rushed.To resolve any guest queries through troubleshooting with the guest to ensure payment is made promptlyTo use appropriate tools to effectively respond to the query type is madeEnsure Yas Island as a destination is fulfilling its brand promise to the guestMaintain an excellent and up-to-date level of product and procedural knowledge and proactively seek out information, in order to understand guest issues.To ensure the guest does not need to call us again for the same query by delivering the right response and educating them in future on how to get this response using self-service whenever appropriateDocument call outcome including any agreements made regarding paymentIdentify and report new business practices that could be introduced or suggest modifications to existing practices to increase guest satisfaction levelsContribute positively towards the achievement of performance targets in all aspects of the team’s activities.Aim to achieve or exceed Experience Hub and Agent KPIs (e.g. Guest Satisfaction and Quality Scores)Entering and/or updating client information in the system and ensure Guest details are up to dateSupport a good team and working environment through assisting fellow employees and participate constructively in team meetingsUndertake duties of a general nature, or additional tasks, as may be required from time to time by their Team LeaderEssential: Higher SecondaryCandidates will have worked in a hospitality or travel contact center and will have the ability to work in a fast-paced environment.Candidates will have worked in a contact center for a minimum of two years or similar environment.Ability to develop and maintain guest rapportExcellent computer and system skillsExcellent interpersonal and verbal and written communications skills and ability to convert enquiries into salesExcellent empathy, problem solving abilities, decision making and aptitude to understand and explain technical informationProven ability to work towards individual and team targetsFluency in English and/or ArabicDesirable:University DegreeArabic speakerQuality scores of not less than 87%Candidates will be confident and enthusiasticExcellent attention to detail and accuracyAbility to overcome objectionsAbility to work on own initiative but also as part of a teamAbility to work in a constantly evolving environmentAbility to organize and prioritize work effectively