Contact Centre Agent (Eastern Cape) at Sun International

Main Purpose of the Job

• The Contact Centre Agent is responsible for being the initial telephonic point of contact for the business unit property; answering and transferring inbound calls received by the business unit to relevant departments, by providing exceptional, professional customer service in line with Company standards and the Sun Way Culture.

Work conditions and special requirements

• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Knowledge of an additional language (relevant to market) is an advantage

Core & Personal behavioral competencies

• Dealing with Customers (including managing conflict)
• Problem solving
• Developing relationships
• Checking
• Collecting information
• Verbally informing
• Team Player
• Presentable, courteous individual
• Positive, friendly, helpful and energetic disposition

Technical / proficiency competencies

• Sun International and Business Unit Product Knowledge (facilities and activities)
• Knowledge of operating equipment
• Proficient Verbal and Written English Communication skills
• Telephone skills
• Listening skills
• Proficient computer skills (MS Office, Opera)

Key Performance Areas

• Identify issues with regards the floor appearance / functioning of equipment and systems
• Check overall cleanliness of work areas
• Update online internal directory
• Be familiar with the business unit properties, hotels and resort facilities, promotions and activities available at any given point
• Be aware and understand Evacuation and Emergency procedures and drills to assist guests in times of an emergency
• Answer inbound calls received by the business unit in professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
• Direct clients to the correct destination (department / person) through correct screening / questioning techniques
• Provides accurate information (including promotion information, functions, facilities, etc.) to guests.
• Take down and pass on messages via email to relevant staff members, if required
• Deal with queries and special requests from guests, escalating or transferring any issues where necessary
• Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a courteous manner to protect the brand of the company.
• Report issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction.
• Know the surrounding areas when asked for directions.
• Answer calls with the helpful and caring attitude at all times
• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, and ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Educate customers on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary. 

Requirements
Education, experience and competencies required

• Grade 12/ Matric or equivalent
• 2 years’ experience in a customer service environment. Experience using a switchboard will be an advantage.