Concierge Agent

About This Role

The role of the Concierge Agent is centered around delivering an exceptional level of service in alignment with our commitment to providing an outstanding guest experience in a contact center environment. As a key contributor to our team, you will curate unforgettable vacation and experience plans through the application of effective sales strategies, exceptional guest service proficiency, and meticulous attention to detail. Your primary objectives include surpassing established booking conversion rates, achieving the highest levels of customer satisfaction, and upholding exceptional quality standards, all in accordance with the expectations associated with this position.

In addition to your performance goals, the Concierge Agent will play a pivotal role in cultivating and nurturing strong relationships with guests, partners, and suppliers. Through these relationships, you will contribute to elevated levels of guest service and increased sales conversion rates, thereby enhancing our overall brand reputation. Your dedication to fostering positive connections will be instrumental in creating a seamless and enjoyable experience for our guests throughout their journey with us.

• Manage inbound inquiries from guests across various brands represented by the Concierge teams, demonstrating a keen understanding of their needs and concerns.
• Thoroughly comprehend and address guest inquiries and complaints, ensuring accurate and prompt responses without sacrificing the quality of service.
• Resolve guest queries efficiently by employing troubleshooting techniques and facilitating prompt payment processing.
• Utilize appropriate tools and resources effectively to provide comprehensive and satisfactory responses to guest queries.
• Maintain an exceptional and current level of product and procedural knowledge, proactively seeking information to comprehend and address guest issues effectively.
• Strive to eliminate the need for guests to revisit the same query by delivering the right response and educating them on self-service options when applicable.
• Document call outcomes, including any agreements made regarding payments, ensuring accurate and thorough record-keeping.
• Identify and report opportunities for new business practices or suggest modifications to existing procedures to enhance guest satisfaction levels.
• Actively contribute to achieving and surpassing performance targets, including Experience Hub and Agent Key Performance Indicators (KPIs) such as Guest Satisfaction and Quality Scores.
• Enter and update client information in the system, ensuring that guest details are current and accurate.
• Foster a positive team and working environment by assisting colleagues and actively participating in team meetings.
• Process ticket and experience payments on the CRM and actively recommend additional services to the guests to enhance their experience.
• Undertake general duties or additional tasks as required by the Team Leader to support the overall efficiency and effectiveness of the team.

Essential:

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

Desirable:

• University Degree 4
• Candidates should have a background in hospitality, travel, or customer service with the ability to thrive in a fast-paced environment.
• Met and exceed performance metric or displayed excellence in Customer Service in frontline Miral Experiences facilities.
• Demonstrated confidence and enthusiasm in previous roles.
• Strong attention to detail and accuracy in tasks.
• Minimum of two years of experience in a contact center or a similar dynamic environment.
• Previous experience in sales.
• Skillful in overcoming objections and handling challenging conversations.
• Ability to work both independently and collaboratively within a team.
• Adaptability to thrive in a constantly evolving environment.
• Strong organizational and prioritization skills.
• Fluency in Chinese, Mandarin, French, Russian, Indian, or Hebrew.