Supervisor & SPOC ( Single point of contact )
Landmark Group, Homecenter (Customer care call center - KSA)
مجموع سنوات الخبرة :17 years, 9 أشهر
• Manages the call center’s team of agents
• Maintains call center database by entering and verifying information; updating contact log.
• Updates job knowledge by participating in educational opportunities
• Improves quality results by recommending changes.
• Remains available at all times for agents’ questions and concerns.
• Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls
• Reviews all call reports.
• Trains new call center agents
• Meets with management to report the progress of the call agent team.
• Provides helpful feedback and positive communication to motivate call agents.
• Runs regular staff meetings with the call agent team.
CRM, GDMS, Orocal, Orpus, IBM note / Lotos, outlook mail are most familiar system.
● Deliver excellent customer service, at all times
● Deal with all enquirers in a professional and courteous manner, in person, on the telephone or via e-mail
● Administer all reservations, cancellations and no-shows, in line with company policy
● Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities
● Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety
● Conduct regular security checks throughout the day and report any security issues to line manager
● Report any maintenance issues immediately to line manager, including all furniture, fittings and equipment
● Provide reports, as required, for housekeepers and management
● Be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services
● Maintain personal knowledge by completing in-house training and workbooks
● Always adhere to all company policies and procedures and licensing laws
● Be involved and contribute at team meetings
● Carry out instructions given by the management team and head office
● Provide superior service to our customers (internal and external) at all times.
● Follow the hotel’s etiquette guidelines.
● Check in guests at front desk, entering appropriate information into and running necessary reports from computer system.
● Take payments, post charges, enter amounts into computer, and balance
accounts at end of shift.
● Answer a variety of questions from guests, and handle routine problems, referring more unusual or difficult problems or complaints to supervisor or other appropriate staff members.
● Relay maintenance and housekeeping requests to proper staff members. Answer the switchboard. Check guests out.
● Run various computer reports (checkouts, guest lists and the like).
● Handle emergencies that arise when on duty alone, notifying appropriate personnel.
● Put keys away and do a key inventory.