Deskripsi Pekerjaan
Join the dynamic team at Newport World Resorts, a world-class integrated resort destination located in the heart of Metro Manila. We are seeking a dedicated Customer Care Associate to serve as the primary point of contact for our valued guests. In this role, you will be responsible for delivering exceptional service by promptly addressing inquiries and resolving concerns through various channels, including SMS, phone calls, email, and live chat. Your ability to communicate clearly and professionally will directly impact the guest experience, making this an excellent opportunity for those passionate about hospitality and luxury service standards.
As part of our operations, you will manage a high volume of interactions, ensuring that every guest feels valued and heard. You will collaborate closely with other departments to ensure seamless service delivery and contribute to a positive work environment. We pride ourselves on our commitment to excellence, and we are looking for individuals who share our vision of providing world-class hospitality.
Tanggung Jawab
- Manage high-volume inbound and outbound calls, emails, and chat inquiries regarding reservations, services, and amenities.
- Ensure accurate data entry and maintenance of guest profiles in our CRM systems.
- Address and resolve customer complaints and escalations with empathy and efficiency.
- Collaborate with internal departments (e.g., Housekeeping, Security, F&B) to ensure seamless guest experiences.
- Process payments and handle booking modifications or cancellations according to company policies.
- Conduct follow-up calls or messages to ensure customer satisfaction after service delivery.
- Assist in the preparation of daily reports and performance metrics.
Kualifikasi
- Bachelor's degree in Hospitality, Business Management, or any related field (preferred).
- At least 1 year of experience in customer service or hospitality, preferably within a luxury resort or hotel environment.
- Excellent verbal and written communication skills in English.
- Proficiency in MS Office applications and CRM software.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to work shifts, including weekends, holidays, and night shifts.
- Must possess a professional demeanor and a pleasant personality.