Customer Service

3 weeks ago

Cape Town, Western Cape, South Africa Marriott International Full time
Job title : Customer Service & Call Center AgentJob Location : Western Cape, Cape TownDeadline : March 19, 2025Quick Recommended Links
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Key Responsibilities:

  • Process all reservation requests, changes, and cancellations received via phone, fax, or email.
  • Identify guest reservation needs and recommend suitable room types and rates.
  • Verify room availability and rates; accurately input data into the reservation system.
  • Explain policies regarding guarantees, special rates, and cancellations.
  • Accommodate and document special requests with precision.
  • Answer guest inquiries about property facilities, services, and room accommodations.
  • Use effective sales techniques to maximize revenue by promoting room features, upselling, and suggesting alternate dates or sister properties when applicable.
  • Assign and clearly communicate confirmation or cancellation numbers, providing guests with the option to receive them via email or fax.
  • Follow escalation procedures for guest concerns and ensure issues are addressed professionally.

Work Schedule:

  • 5-day workweek with occasional weekend shifts.
  • 2 days off per week.
  • All work is conducted on-site.

Requirements:

  • High school diploma or equivalent (G.E.D.).
  • Proficiency in Microsoft applications; experience with CRM systems is a plus.
  • Fluent and well-spoken English is essential.
  • Strong customer service orientation and communication skills.
  • Proficiency in telephone etiquette and clear, professional language.
  • Ability to work collaboratively in a team and maintain positive relationships.
  • Basic computer literacy and ability to learn reservation systems.

Preferred Qualifications:

  • Previous experience in a similar role is a plus but not required.
  • Familiarity with sales techniques and strategies.
  • Multilingual skills are an advantage.
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