Exceptional Customer Experience Specialist

1 week ago

Perth, Western Australia beBeeCustomerService Full time $80,000 - $110,000

About this role

We are seeking a highly skilled Team Leader to join our team. As a Team Leader, you will be responsible for ensuring the delivery of exceptional service and maintaining high standards. You will work closely with the team to provide a seamless guest experience, handling all guest calls, requests, and concerns in a professional and courteous manner.

Key responsibilities

  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Contact appropriate individual or department to resolve guest call, request, or problem.
  • Follow up and ensure that any outstanding requests are resolved.
  • Advise guest of any messages received.
  • Verify and adjust billing.
  • Operate telephone switchboard station.
  • Monitor busy or unanswered lines, check back with callers on hold to update status, take messages.
  • Activate and deactivate guest room message lights.
  • Transfer guests with internet access issues to internet service provider's customer support line.
  • Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls.
  • Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation.
  • Supply guests with directions and property information.

Requirements and qualifications

  • Demonstrate responsible service skills from nationally accredited training providers.
  • Hold certifications such as I'm Alert Food Safety Certification from City of Perth.
  • Prior experience working in a customer service role is desirable.
  • Share passion for delivering exceptional customer service.
  • Have unrestricted working rights for Australia.

About us

We are a global brand leader in luxury hospitality, committed to delivering exceptional service and creating lifelong memories for our guests. We believe that everyone succeeds when they are empowered to be creative, thoughtful, and compassionate.

As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo, and Service Values. We offer the chance to be proud of the work you do and who you work with, and to belong to an amazing global team.

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