Call Center Agent

  • Full Time
  • Doha, Qatar
  • Applications have closed

The Ritz-Carlton

The Ritz-Carlton, Doha is looking for a Call Center Agent.

Duties and Responsibilities:

  • Answer, record, log, and process all guest calls, requests, questions, or concerns.
  • Operate telephone switchboard station.
  • Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received.
  • Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly.
  • Activate/deactivate guest room message lights as appropriate.
  • Instruct guests on how to access the internet; transfer guests with problems to the provider’s customer support line. Test communications equipment to ensure it works properly.
  • Respond to special requests from guests with unique needs.
  • Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Dispatch bell staff or valet staff as needed.

Others

  • Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain the confidentiality of proprietary information; protect company assets.
  • Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
  • Speak with others using clear and professional language; answer telephones using appropriate etiquette.
  • Develop and maintain positive working relationships with others; support team to reach common goals.
  • Comply with quality assurance expectations and standards. Stand, sit or walk for an extended period of time.
  • Enter and locate information using computers and/or POS systems.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
  • Perform other reasonable job duties as requested by Supervisors.