Call Centre Agent

- Good at English
- Good Skills of Communucation
- Good Service mind
(Philipinno also welcome)

GENERAL MISSION
* General Responsibility:
- Call Centre Agent (CCA) reports directly to the Call Centre Manager.
- CCA is working in the call centre room and is responsible to ensure that all calls received are answered quickly and that a prompt follow up is done correctly. Their tone of voice, politeness & dynamism must be outstanding. CCA is the " Voice of the Pullman Bangkok Hetel G " and the first point of contact with the guest.
- CCA must be polyvalent in working as a main centre of contact. CCA is to process and dispatch guest requests for all departments within the hotel.
- CCA is an information giver, salesperson and diplomat with the utmost efficiency as well as maintain and update accurate guest profile record.
- The schedule of the CCA will rotate 24 hours a day

* Main Duties:
- Greeting / Attitude: In any circumstances, CCA will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.
- Follow Up: Anticipating and recognizing all guest enquiries, requests and complaints as the main point of contact. CCA will act quickly and efficiently, following the guest requests and instructions received by the procedure.
- Organization: He/She will ensure that Call Centre Room is perfectly tidy at any time.
- Telephone Transfers: CCA will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. He/She will ensure to transfer a call to the right person, He/She will introduce the person on line before to hang off. CCA must know by heart all the telephone extensions of the Pullman Bangkok Hotel G in order to be more efficient.
- Privacy: CCA will be attentive to respect the privacy/confidentiality of the information, or guest names available at the call centre room. He/she will ensure not to transmit any guest name, or guest history information.
- Wake Up Calls: CCA will ensure that any wake up call requested by a guest is performed at the exact time. He/She is responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with CCA records is controlled.
- Paging System: CCA coordinates the overall paging system in the hotel. Once a page is requested, CCA will page the right person and will ensure that he/she receives it well.
- Guest Messages: CCA will be attentive when they receive a message for a guest to take all the information and record them carefully. He/She well ensures that the guest has well received the message with full information.
- Corridor Music & Music On Hold: He/she is as well responsible to ensure that the defined music is playing permanently and at the right level in the hotel floors concerned. He/she will follow strictly the standards established.
- Calls Handling: CCA is responsible to ensure that all phone calls are answered within 3 times of ringing, he/she will then find the polite and tactful way to keep on hold a guest when it is required.
- F&B Knowledge: CCA has to ensure his/her full knowledge about the hotel outlets and menus. When the restaurant is closed, he/she will make the booking and record the booking with full details according to the booking status. CCA must know on a daily basis the dishes of the day and have a good knowledge of Room service menu with all characteristics. CCA also need to take care of all restaurant details when any queries as well as able to promote all food promotions of each restaurant.
- F&B Order: CCA will be attentive to get all details of a Room Service order followed the standard by taking order, up selling items, repeating order and quoting time. All will be carefully recorded in a Micros System with full details to the Room Service staff. The CCA will then ensure that the order is sent on time and reconfirm with the guest if it is reaching his/her expectations.
- Guest Knowledge: CCA must have a good knowledge of the SBS guests, especially all the VIP and will mention their name on the phone as often as possible.
- Housekeeping: He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. CCA has to pass all requests to the department concerned and will ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.
- Maintenance: CCA will take care for all requests, reports and complaints concerning any facilities in our guestroom. He/She will coordinate with other department concerned to ensure that the problems will be solved systematically.
- Communication: She/he will be attentive on all information received during the FO handover briefing (for afternoon shift) & Call Centre Committee. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. CCA will read the Call Centre logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by CCA right away.
- Lost and Found: CCA will be responsible of any lost and found report from our guest. When there is call through Call Centre, he/she has to co-ordinate with Housekeeping to check whether the lost and found is found as mentioned and get back to the guest and report then to Duty Manager to continue handle if the delivery is required. All details must be recorded in Lost and Found book.
- Television Program & On Command Movie: CCA has to take care and ensure for the smooth running of local and satellite programs as well as On Command movie in the guestroom.
- Internet Service: CCA is able to assist the guest for the basic troubleshooting of internet connection problems. If not CCA has to coordinate with the service support team to take care the guest eventually.
- Handover: Each end shift, the CCA will give a full handover to the CCA of the following shift regarding the activity & pending issues to be followed.
- Security Issues: The CCA has an important role to play in terms of security, he/she has to know by heart all security procedures established and to be able to act accurately if it is required.
- Miscellaneous: CCA needs multiple skills with knowledge to ensure the guest satisfaction of any requests through Call Centre via telephone, facsimile and email.
- Others: To ensure that all the standards and procedures established at the Sofitel Bangkok Silom are reached successfully and permanently. To be responsible for adhering to Pullman Bangkok Hotel G staff rules and regulations as detailed in the Pullman Bangkok Hotel G staff handbook. To be ready and responsible when assigned to perform any other duties or job functions as required by Executive, Senior Management or Call Centre Manager.