Client Support Specialist
2 weeks ago
The Contact Center Agent is a vital part of our operations, reporting directly to the Contact Center Manager. This role involves managing incoming inquiries, assisting customers, and accurately entering data into various software systems. The agent is expected to adhere to departmental standards while contributing to team objectives.
Key ResponsibilitiesCustomer Interaction:
- Handle inbound calls related to hotel bookings and event registrations.
- Respond to customer inquiries via email using established templates.
- Maintain focus during calls and emails to ensure efficient communication.
Problem Solving:
- Utilize effective questioning and listening techniques when engaging with customers.
- Guide conversations to achieve optimal outcomes.
- Employ analytical skills to address issues and make informed decisions.
- Exhibit strong verbal and written communication skills, alongside effective time management and data entry capabilities.
- Provide customers with accurate accommodation and registration details.
- Document all interactions thoroughly.
Productivity and Collaboration:
- Work collaboratively with colleagues to share best practices in delivering outstanding customer service.
- Enhance internal communication with Coordinators to ensure precise event information is conveyed to customers.
- Comply with attendance and break policies.
- Be open to taking on additional responsibilities as needed.
- Demonstrate proficient keyboarding skills and the ability to multitask during customer interactions.
- High School Diploma or equivalent experience.
- Minimum of 2 years of experience in a Contact Center environment.
- Proven ability to enhance quality and productivity in contact center operations through strong communication, organization, and problem-solving skills.
- Exceptional verbal and written communication abilities.
- Bilingual proficiency is required, with preferred languages being Spanish and French.
- Experience in the Hotel, Hospitality, Event, or Conference Management sectors is advantageous.
- Ability to work assigned shifts within the department's operational hours.
Attendance at a comprehensive training program is mandatory.
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