Service Centre (Call Centre) Agent

Primary Responsibilities

1st primary responsibilities (provide a header to the responsibilities)

• To have a complete knowledge of hotel policy and procedures.

• To received, handle and relaying of guest messages, voice mail and facsimiles in an efficient, timely manner as per Hotel Muse policy.

• To ensure that wake-up calls are done promptly and efficiently.

• To monitor the billing for guest calls and to ensure that all calls are charged accordingly.

• To keep Telephone Room is clean and tidy at all times.

• To answer queries and information to guests.

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic.

• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

Other Responsibilities

• Ensure that all potential and real Hazards are reported immediately and rectified.

• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.

• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees.

• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.

• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others.

• Use safe manual handling techniques and practice safe work habits following Grand Mercure Hanoi Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.

Knowledge and Experience

• Good spoken and written English, a third languages will be an advantage.

• Must be thoroughly conversant with the JDS and the call accounting systems.

• Strong working knowledge of Microsoft Outlook, Microsoft Office

Competencies

• Good interpersonal skills with ability to communicate with all levels of employees

• Service oriented with an eye for details

• Ability to work effectively and contribute in a team

• Good presentation and influencing skills

• Able to work shifts