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 handle guest calls, requests, and complaints. The role involves operating the 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 and check back with callers on hold
- Receive, record, and relay messages accurately
- Activate/deactivate guest room message lights
- Instruct guests on internet access; transfer problems to provider's support line
- Test communications equipment to ensure proper function
- Respond to special requests from guests with unique needs
- Dispatch bell staff or valet staff as needed
- Follow up with guests to ensure satisfaction
Requirements
- High school diploma or G.E.D. equivalent
- No related work experience required
- No supervisory experience required
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.
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, 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.
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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