Concierge Agent

Role Overview

Key Responsibilities

• Manage inbound guest inquiries across the brands represented by the Concierge teams.
• Address guest inquiries and complaints with accurate and prompt responses.
• Resolve queries through troubleshooting and facilitate prompt payment processing.
• Use tools and resources to provide comprehensive responses.
• Maintain current product and procedural knowledge.
• Educate guests on self-service options when applicable.
• Document call outcomes and payment agreements accurately.
• Identify opportunities to improve business practices and procedures.
• Achieve Experience Hub and Agent KPIs, including guest satisfaction and quality scores.
• Enter and update client information accurately in the system.
• Support colleagues and participate in team meetings.
• Process ticket and experience payments in the CRM and recommend additional services.

Essential Qualifications

• Higher Secondary qualification.
• Contact center experience in a top-tier entertainment, travel, or retail organization.
• Ability to establish and maintain rapport with guests.
• Proficient computer and system skills.
• Exceptional interpersonal, verbal, and written communication skills.
• Ability to convert inquiries into sales.
• Empathy, problem-solving, decision-making, and ability to explain technical information.
• Proven record of achieving individual and team targets.
• Fluency in English and/or Arabic.

Desirable Qualifications

• University degree.
• Background in hospitality, travel, or customer service.
• At least two years of contact center or similar dynamic-environment experience.
• Previous sales experience.
• Ability to overcome objections and handle challenging conversations.
• Ability to work independently and collaboratively.
• Adaptability, organization, prioritization, confidence, and enthusiasm.
• Fluency in Chinese, Mandarin, French, Russian, Indian, or Hebrew.