Yas Island Guest Services Agent

The Inbound Guest Services Agent is to provide our Guests with a world class
service according to our Yas Island guest experience ethos. He/she will create
memorable vacation planning experiences utilising exemplary sales techniques,
solid guest service skills, and strong attention to detail. Meeting or
exceeding established booking conversion rates, average handling time
guidelines, and other performance metrics associated with the position.
The Inbound Guest Services Agent will develop and maintain excellent
relationships with Guests resulting in increased levels of Guest service and
conversion rates.
In order to be considered for the role you must be able to:
* To receive inbound enquiries from guests enquiring about any of the brands represented on Yas Island
* To gain a clear understanding of the guestsa€™ enquiry or complaint
* To properly answer the guestsa€™ query in the most accurate and speedy manner without making the guest feel rushed.
* To resolve any guest queries through troubleshooting with the guest to ensure payment is made promptly
* To use appropriate tools to effectively respond to the query type is made
* Ensure Yas Island as a destination is fulfilling its brand promise to the guest
* Maintain an excellent and up-to-date level of product and procedural knowledge and proactively seek out information, in order to understand guest issues.
* To ensure the guest does not need to call us again for the same query by delivering the right response and educating them in future on how to get this response using self-service whenever appropriate
* Document call outcome including any agreements made regarding payment
* Identify and report new business practices that could be introduced or suggest modifications to existing practises to increase guest satisfaction levels
* Contribute positively towards the achievement of performance targets in all aspects of the teama€™s activities.
* Aim to achieve or exceed Experience Hub and Agent KPIs (e.g. Guest Satisfaction and Quality Scores)
* Entering and/or updating client information in the system and ensure Guest details are up to date
* Support a good team and working environment through assisting fellow employees and participate constructively in team meetings
* Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader
MINIMUM QUALIFICATIONS, EXPERIENCE AND SKILLS REQUIREMENTS
Qualifications:
Essential:
* Higher Secondary
Desirable:
* University Degree
Years of Experience:
Essential:
* Candidates will have worked in a hospitality or travel contact centre and will have the ability to work in a fast paced environment.
* Candidates will have worked in a contact centre for a minimum of two years or similar environment.
Desirable:
* Quality scores of not less than ‎87%
* Candidates will be confident and enthusiastic
* Excellent attention to detail and accuracy
Skills:
Essential:
* Ability to develop and maintain guest rapport
* Excellent computer and system skills
* Excellent interpersonal and verbal and written communications skills and ability to convert enquiries into sales
* Excellent empathy, problem solving abilities, decision making and aptitude to understand and explain technical information
* Proven ability to work towards individual and team targets
* Fluency in English and/or Arabic
Desirable:
* Ability to overcome objections
* Ability to work on own initiative but also as part of a team
* Ability to work in a constantly evolving environment
* Ability to organise and prioritise work effectively