CID/ Call Center Team Leader - The Ritz-Carlton Abu Dhabi, Grand Canal
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Key skills for this role
About the Role
The Ritz-Carlton Abu Dhabi is hiring a CID/Call Center Team Leader to answer, record, and process guest calls and requests. Responsibilities include operating the telephone switchboard, processing wake-up calls, and dispatching staff.
Key Skills for This Role
Responsibilities
- 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
- 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
Requirements
- High school diploma or G.E.D. equivalent
- No related work experience required
- No supervisory experience required
- Ability to stand, sit, or walk for an extended period of time
- Ability to enter and locate information using computers and/or POS systems
- Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
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. Advise guest of an
PREFERRED QUALIFICATIONS
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None
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