CID / Call Center Agent
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Key skills for this role
About the Role
Marriott International is seeking a Call Center Agent to handle guest calls, requests, and concerns at a hotel in Abu Dhabi. The role involves operating the telephone switchboard, processing wake-up calls, and ensuring guest satisfaction.
Key Skills for This Role
Responsibilities
- Answer, record, log, and process all guest calls, requests, questions, or concerns
- Operate telephone switchboard station and process guest requests for wake up calls, screening calls, etc.
- Receive, record, and relay messages accurately and completely
- Dispatch bell staff or valet staff as needed
Requirements
- Ability to stand, sit, or walk for extended periods
- Ability to lift, carry, push, pull, and place objects weighing up to 10 pounds
- Professional appearance and confidentiality
Full Job Posting
Position Summary
- Answer, record, log, and process all guest calls, requests, questions, or concerns.
- Operate telephone switchboard station.
- Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non registered guest calls.
Key Responsibilities
- Advise guest of any messages received.
- Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.
- Receive, record, and relay messages accurately, completely, and legibly.
- Activate/deactivate guest room message lights as appropriate.
- Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line.
- Test communications equipment to ensure it works properly.
- Respond to special requests from guests with unique needs.
- Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Dispatch bell staff or valet staff as needed.
Qualifications
- Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information; protect company assets.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests service needs; assist individuals with disabilities.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others; support team to reach common goals.
- Comply with quality assurance expectations and standards.
- Stand, sit, or walk for an extended period of time.
- Enter and locate information using computers and/or POS systems.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
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