Overview

Reports to 

Contact Centre Supervisor

 

Division/Section

Sindalah 30000151

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Department

Sindalah 40000227

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Sector

NEOM Islands 20000034

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Role Purpose

The Contact Center Agent is responsible for managing communications with guests, addressing their inquiries, and providing detailed information about Sindalah's services and amenities. The agent plays a crucial role in ensuring guest satisfaction and upholding the standards of service excellence through effective use of the CRM systems.

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Key Accountabilities & Activities

• Handle incoming calls and communications from guests, providing timely and accurate responses to inquiries.
• Log guest interactions and details of inquiries, comments, and complaints in the CRM system.
• Provide guests with information about facilities, services, and ongoing promotions at Sindalah.
• Escalate complex issues to the Contact Center Supervisor or other relevant staff to ensure guest satisfaction.
• Follow communication scripts or knowledge base when handling different topics, maintaining professionalism and courtesy throughout all interactions.
• Manage and resolve guest complaints with a focus on service recovery and guest satisfaction.
• Participate in training sessions to continuously improve knowledge and performance.
• Meet personal/team qualitative and quantitative targets.
 

Background, Skills & Qualifications

• Strong communication and interpersonal skills, with the ability to interact professionally with a diverse group of clients and staff.
• Proven customer support experience or experience as a client service representative.
• Familiarity with CRM systems and practices, with the ability to type, process, and analyze data effectively.
• Excellent listening and problem-solving skills.
• Fluency in English; proficiency in Arabic or other languages is beneficial.
• Ability to work in a fast-paced environment and maintain patience and professionalism under pressure.
 

Qualifications

• High School Diploma: hospitality certification is a plus.
• Over 5+ years’ experience within a major hotel group / hotel management company in the capacity of Guest Services Customer Service or Hotel Front Desk/Contact Centre Services