Customer Service Agent - Luxury Hospitality Call Centre

Join Marriott Hotels in Bali and become part of a world-renowned team that redefines luxury hospitality. As a Customer Service Agent in our call centre, you’ll be the voice of Marriott, delivering exceptional service to guests from around the globe. This role is perfect for someone who thrives in a fast-paced environment and wants to make a meaningful impact on guest experiences.

Based in the vibrant and picturesque area of Canggu, you'll work in a dynamic team that uses the latest call centre software, including Marriott's proprietary system and Salesforce. Our call centre handles a high volume of calls, so you'll need to be quick, efficient, and always ready to assist our international guests with their reservations, inquiries, and concerns.

📋 Tanggung Jawab Pekerjaan

• Handle inbound and outbound calls with a professional and friendly demeanor, ensuring guest satisfaction.
• Process reservations, cancellations, and modifications using Marriott's proprietary system and Salesforce.
• Provide accurate and timely information to guests regarding room availability, rates, and hotel amenities.
• Resolve guest complaints and concerns, escalating issues as needed to ensure a positive resolution.
• Stay up-to-date with Marriott's policies, procedures, and promotions to provide exceptional service.
• Maintain high levels of accuracy and attention to detail in all call transactions.
• Adhere to service level agreements (SLAs) and quality standards set by Marriott.
• Participate in team training and development programs to enhance your skills and knowledge.

🎓 Kualifikasi & Syarat

• Minimum 2 years of experience in customer service, call centre, or hospitality roles.
• Fluent in English, both written and spoken, with excellent communication skills.
• Strong problem-solving and multitasking abilities.
• Ability to work well under pressure and meet tight deadlines.
• Basic computer skills, including proficiency in Microsoft Office and Salesforce.
• Customer service certification (e.g., ICSI, SLS, or equivalent) is a plus.
• Flexible and adaptable to work in a fast-paced, dynamic environment.
• Ability to work shifts, including weekends and holidays, as required.

🛠️ Keahlian

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