Company Description Villa Nautica celebrates the glitz and glamour of yacht-life and is always ‘en vogue’. Surrounded by sparkling lagoons and idyllic beaches, it is an island like no other: a hive of activity, a place to be seen. Complemented by exceptional scuba diving and other water sports, the resort embraces the seafarer lifestyle with a glamorous twist.
Job Description We are looking for a highly motivated and customer-focused
Call Center Agent to join our team. The ideal candidate will have excellent communication skills, a passion for delivering outstanding customer service, and the ability to handle inbound and outbound calls in a fast-paced environment. This role requires flexibility in working shifts, including graveyard shifts, and prior experience in a similar role within a resort setting.
- Determine guest requirements by actively listening and engaging with them.
- Provide accurate information about services, rates, excursions, menus, and resort facilities.
- Clarify and fulfill guest requests, ensuring timely and satisfactory responses.
- Identify and resolve guest concerns by researching and exploring solutions.
- Escalate unresolved issues to the appropriate department when necessary.
- Recognize opportunities to promote additional services and upsell products.
- Explain features and benefits to enhance the guest experience.
- Manage a high volume of inbound and outbound calls efficiently.
- Ensure all customer interactions are recorded in the call center database.
- Maintain updated records of all essential telephone contacts.
- Follow safety and emergency protocols when required.
- Ensure timely updates on pricing, schedules, and special events.
- Close the phone lines of departing guests two hours before their departure.
- Handle wake-up call requests and update the system accordingly.
Qualifications - Excellent proficiency in spoken and written English.
- Previous experience in a similar role within a resort or hospitality setting.
- Strong computer literacy and experience using call center systems.
- Exceptional communication and problem-solving skills, with a guest-first approach.
- Ability to work night shifts and adapt to a fast-paced environment.
- Must be available to start immediately.
Additional Information
