Concierge Agent

Job Responsibility

• Manage inbound inquiries from guests across various brands represented by the Concierge teams, demonstrating a keen understanding of their needs and concerns.

• Thoroughly comprehend and address guest inquiries and complaints, ensuring accurate and prompt responses without sacrificing the quality of service.

• Resolve guest queries efficiently by employing troubleshooting techniques and facilitating prompt payment processing.

• Utilize appropriate tools and resources effectively to provide comprehensive and satisfactory responses to guest queries.

• Maintain an exceptional and current level of product and procedural knowledge, proactively seeking information to comprehend and address guest issues effectively.

• Strive to eliminate the need for guests to revisit the same query by delivering the right response and educating them on self-service options when applicable.

• Document call outcomes, including any agreements made regarding payments, ensuring accurate and thorough record-keeping.

• Identify and report opportunities for new business practices or suggest modifications to existing procedures to enhance guest satisfaction levels.

• Actively contribute to achieving and surpassing performance targets, including Experience Hub and Agent Key Performance Indicators (KPIs) such as Guest Satisfaction and Quality Scores.

• Enter and update client information in the system, ensuring that guest details are current and accurate.

• Foster a positive team and working environment by assisting colleagues and actively participating in team meetings.

• Process ticket and experience payments on the CRM and actively recommend additional services to the guests to enhance their experience.

• Undertake general duties or additional tasks as required by the Team Leader to support the overall efficiency and effectiveness of the team.

Essential:

• Higher Secondary
• Contact Center experience gained in a top tier organization in the Entertainment travel or retail industry  

• Ability to establish and maintain rapport with guests.

• Proficient computer and system skills.

• Exceptional interpersonal, verbal, and written communication skills, with the ability to convert inquiries into sales.

• Outstanding empathy, problem-solving abilities, decision-making skills, and the capacity to comprehend and explain technical information.

• Proven track record of achieving individual and team targets.

• Fluency in English and/or Arabic.

Desirable:

• University Degree 4

• Candidates should have a background in hospitality, travel, or customer service with the ability to thrive in a fast-paced environment.

• Met and exceed performance metric or displayed excellence in Customer Service in frontline Miral Experiences facilities.

• Demonstrated confidence and enthusiasm in previous roles.

• Strong attention to detail and accuracy in tasks.

• Minimum of two years of experience in a contact center or a similar dynamic environment.

•  Previous experience in sales.

• Skillful in overcoming objections and handling challenging conversations.

• Ability to work both independently and collaboratively within a team.

• Adaptability to thrive in a constantly evolving environment.

• Strong organizational and prioritization skills.

• Fluency in Chinese, Mandarin, French, Russian, Indian, or Hebrew