Customer Care Consultant

2 weeks ago

Durban, South Africa HotelJobs.co.za Full time

**About Us**:
First Group SA is a leading hospitality and leisure company dedicated to providing exceptional experiences and unforgettable memories for our guests. With a portfolio of premium resorts and hotels across South Africa, we pride ourselves on delivering world-class service and hospitality.

**Position Overview**:
We are looking for a dedicated and customer-oriented individual to join our team as a Customer Care Consultant. As the first point of contact for our guests, you will play a crucial role in ensuring their satisfaction and enhancing their overall experience with First Group SA.

**Key Responsibilities**:

- Provide personalized assistance and recommendations to guests, ensuring their needs are met and their expectations exceeded.
- Handle guest complaints and escalations with empathy and professionalism, working towards swift resolutions and maintaining guest satisfaction.
- Collaborate with various departments, including reservations, housekeeping, and maintenance, to fulfill guest requests and ensure smooth operations.
- Maintain accurate records of guest interactions and feedback, utilizing our CRM system to track and follow up on inquiries and issues.
- Identify opportunities for service improvement and contribute to the development of best practices to enhance the guest experience.

**Qualifications**:

- Previous experience in customer service, hospitality, or a related field is preferred.
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
- Strong interpersonal skills and the ability to build rapport with guests from diverse backgrounds.
- Problem-solving abilities and a proactive approach to addressing guest needs and concerns.
- Ability to multitask and prioritize in a fast-paced environment, while maintaining attention to detail.
- Proficiency in using computer systems and software, including MS Office and CRM platforms. IRIS knowledge will be an advantage.
- A passion for hospitality and a commitment to delivering exceptional service to guests.

**Why Join Us**:

- Opportunity to work in a dynamic and exciting industry with a leading hospitality brand in South Africa.
- Competitive salary and benefits package, including opportunities for career growth and development.
- Access to training and development programs to enhance your skills and expand your knowledge.
- A supportive and collaborative team environment, where your contributions are valued and recognized.
- Discounts on accommodations and other perks for employees, allowing you to experience our resorts and hotels firsthand.

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