Concierge Agent

Role scope

Guest service and systems

• Troubleshoot guest queries, facilitate payment processing, and reduce repeat contacts through accurate resolutions and self-service options where applicable.
• Use tools and resources to answer queries and keep client information current and accurate in the system.
• Record call outcomes and payment agreements; process ticket and experience payments in the CRM and recommend additional services.
• Maintain product and procedural knowledge and suggest changes or practices that can improve guest satisfaction.
• Contribute to Experience Hub and Agent KPIs, including Guest Satisfaction and Quality Scores; assist colleagues and participate in team meetings.

Onsite engagement

• Support guest engagement at Yas Island parks and attractions during peak periods, events, and campaigns, including conducting surveys and collecting feedback.
• Follow approved survey scripts, guidelines, data collection procedures, and applicable privacy requirements.
• Follow approved uniform standards and maintain professional grooming, hygiene, and presentation during onsite assignments.
• Perform other duties, including onsite support, as requested by the Team Leader.

Essentials

• Arabic-speaking candidates are specified.
• Ability to establish and maintain rapport with guests; proficient computer and system skills.
• Exceptional interpersonal, verbal, and written communication skills, including the ability to convert inquiries into sales.
• Empathy, problem-solving, decision-making, and the ability to comprehend and explain technical information.
• Proven record of achieving individual and team targets; Higher Secondary certificate is mandatory.