Customer Service Representative

4 days ago

Brisbane, Queensland, Australia SOFITEL Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Sofitel Brisbane Central. As a Guest Experience Agent, you will be the first point of contact for our guests, providing exceptional service and ensuring their stay with us is memorable and enjoyable.

Key Responsibilities
  • Answer Calls and Respond to Guest Enquiries: Respond to guest calls in a timely and professional manner, providing accurate and helpful information to resolve their queries.
  • Provide Superior Customer Service: Deliver exceptional customer service, ensuring that every guest interaction is positive and exceeds their expectations.
  • Upsell and Promote Hotel Services: Promote and upsell hotel services and amenities to guests, ensuring that they have a comprehensive understanding of our offerings.
  • Document Guest Messages and Internal Communication: Accurately document guest messages and internal communication, ensuring that all relevant information is recorded and shared with the team.
  • Complete General Day-to-Day Duties: Perform general day-to-day duties, including maintaining accurate records and ensuring that all tasks are completed to a high standard.
Requirements
  • Previous Call Centre or Customer Service Experience: A minimum of 6 months' experience in a call centre or customer service role, with a proven track record of delivering exceptional customer service.
  • Strong Communication Skills: Excellent verbal and written communication skills, with the ability to communicate effectively with guests and colleagues.
  • Proficient in Hotel Systems: Proficient in the use of hotel systems, including but not limited to SevenRooms, OrderUp, Opera, Eventbrite, LQA, Trust You, and the PABX.
  • Availability to Work a Rotating Roster: Availability to work a seven-day rotating roster, including evenings, weekends, and public holidays.
What We Offer
  • Competitive Salary and Benefits: A competitive salary and benefits package, including discounts for ambassadors and their families and friends at Accor Hotels worldwide.
  • Complimentary Hotel Stay Package: A complimentary hotel stay package to celebrate your work anniversary.
  • Secure Parking and Direct Access to Central Train Station: Secure parking in the centre of Brisbane for only $10 per day, with direct access to Central train station.
  • Complimentary Food and Laundry Services: Complimentary food in the ambassador dining room and laundered uniforms.

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