Customer Care Center Agent

3 weeks ago

Toronto, Canada Chelsea Hotel Full time

Job Summary
Responsible to receive calls and dispatch the appropriate department runner to fulfill guest and colleague requests. Logging all calls into the appropriate tracking system and monitoring all requests to ensure they are closed in appropriate time.
- Requirement
- **_Principal Responsibilities_***

**_Key Result Areas_**
**_ _**

**_My Guest_**
**_ _**
- Responds to guest phone calls, using the Standard greeting and the guest name. Guest name must be mentioned on three occasions during the call.
Records, assigns, and ensures that all guest requests are responded to with efficiency and accuracy.
Making follow up courtesy calls to hotel guests to ensure their requests are met and the problem has been resolved.
Responds to guest complaints in a timely and efficient manner.
Ensures all guest requests are completed by placing a follow-up call to the guestroom. Follow upon delayed calls.

**_My Product_**
**_ _**
- Responsible for the distribution and return of equipment to Housekeeping and Maintenance staff e.g. Radios and pagers.
Records daily statistics in Espresso and advises the Telecommunications manager or assistant of any discrepancies.
Generates various reports for the Telecommunications Manager, the Executive Housekeeper and the Director of Plant and Building Maintenance.

**_My Colleague_**
**_ _**
- Liaise with other department such as Housekeeping, Front Office and Maintenance to coordinate assigning and follow up of calls.

**_My Chelsea_**
**_ _**
- Regular test calls will be completed to ensure call quality and that the Department is performing at the highest possible level.
Complies with Hotel & Safety Policies and Procedures.
Performs all other tasks as assigned by Management.

**_Academic and Working Qualifications_***

**_Working Experience_**
**_ _**
Previous guest service experience an asset.
- **_Knowledge_**
**_ _**
Computer skills.
- **_Soft Skills_**
**_ _**
Detail oriented.
- **_Education_**
**_ _**

- **_Language_**
**_ _**
Effectively communicate in the English language.
- **_Physical Requirements_**
**_ _**
Sitting for long periods of time.
- Oral communication.
- Flexible availability for a variety of shifts including mornings, afternoons, evenings and weekends.

- Terms of employment
Full time

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