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Customer Service Agent

Nassmat Golden
Nasr City, Cairo
Nassmat Golden logo

Customer Service Agent

Nasr City, Cairoposted 10 days ago
20Applicants for8 open positions
  • 8Viewed
  • 2In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Serve as the primary point of contact for hotel guests and clients, addressing inquiries and resolving issues promptly and professionally.
  • Handle incoming calls, emails, and messages, providing accurate information about hotel services, reservations, and promotions.
  • Collaborate with hotel partners to ensure seamless guest experiences and resolve any service-related concerns.
  • Document and track customer interactions, feedback, and complaints using internal systems to ensure timely follow-up and resolution.
  • Assist in managing guest bookings, modifications, and cancellations in accordance with company policies.
  • Provide support for loyalty programs, special requests, and VIP guest services.
  • Escalate complex issues to the appropriate departments while maintaining ownership until resolution.
  • Identify opportunities to enhance customer satisfaction and recommend process improvements.
  • Maintain up-to-date knowledge of hotel offerings, local attractions, and hospitality trends.
  • Support the sales and marketing teams by relaying customer insights and assisting with promotional campaigns.

Job Requirements

  • 2-4 years of experience in customer service.
  • Excellent verbal and written communication skills in both Arabic and English.
  • Strong problem-solving abilities with a customer-centric mindset.
  • Proven ability to handle challenging situations with professionalism and empathy.
  • Familiarity with hotel reservation systems and customer relationship management (CRM) tools.
  • Ability to work effectively in a fast-paced, office-based environment.
  • Strong organizational skills and attention to detail.
  • Team-oriented with a collaborative approach to achieving goals.
  • Flexibility to work various shifts, including weekends and holidays as required.
  • Demonstrated commitment to delivering high-quality service and exceeding customer expectations.

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