Palmaïa: the house of aïa resort is a leading hospitality hotel located in playa del carmen, quintana roo, mexico. We are dedicated to providing our guests with exceptional vacation experiences through our luxurious resorts and top-notch customer service. Our call center is a crucial part of our operations, as we strive to provide prompt and efficient assistance to our guests before, during, and after their stay.
job description:
we are seeking a highly motivated and customer-oriented individual to join our call center team as a service representative. As a service representative, you will be responsible for providing excellent customer service to our guests through phone, email, and chat interactions. This is a full-time position.
key responsibilities:
1. respond to incoming calls, emails, and chat messages from guests in a timely and professional manner
2. assist guests with inquiries, reservations, changes, and cancellations
3. provide information about our resorts, amenities, and services to guests
4. troubleshoot and resolve any issues or complaints from guests
5. collaborate with other departments to ensure guest satisfaction and resolution of any problems
6. maintain accurate and detailed records of guest interactions and transactions
7. meet and exceed established performance metrics, including call quality, response time, and customer satisfaction ratings
8. stay up-to-date on all company policies, procedures, and promotions
9. continuously strive to improve and enhance the guest experience
qualifications:
1. high school diploma or equivalent; post-secondary education in hospitality, tourism, or a related field is preferred
2. minimum of 1 year experience in a customer service or call center role
3. native level of english and able to communicate in basic spanish (verbal and written); additional languages are a plus
4. excellent communication and interpersonal skills
5. ability to handle multiple tasks and prioritize in a fast-paced environment
6. proficient in microsoft office and other computer applications
7. availability to work flexible hours, including evenings, weekends, and holidays
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