Fully Bilingual Hotel Service Agent (English: Primary Language)

Job Description The purpose of the Bilingual Customer Service Agent is to provide exceptional fluent multilingual customer service to meet customer and corporate goals in the Hospitality Industry. Call Center Working Schedule - rotating shifts between 6:00am to 4:00am Availability to work Holidays and Weekends GOALS AND OBJECTIVES: To provide front line support to customers, achieving and surpassing their expectations Contribute to personal and team goals maximizing up selling opportunities Promote a team environment through support and coaching fellow agents ESSENTIAL DUTIES AND RESPONSIBILITIES Provide fluent Bilingual customer service support (oral, written and read) Receive inbound calls from customers providing quality customer service on every call Answer customer questions, as well as question customers to obtain full understanding of what information is being requested Accurately and efficiently execute the customer’s request Take initiative and seek out up-selling opportunities on each call Recognize and manage assertive customer calls Manage length of calls to maintain customer specific metric requirements SKILLS, KNOWLEDGE AND EXPERIENCE Preferable academic preparation and experience in Hospitality Industry Fully Bilingual: English: Primary Language - as the majority of the calls handled will be in English Excellent Customer Service Skills Computer skills - Internet, including knowledge of Microsoft Office Excellent Typing Skills Ability to learn new software programs and customer products Pleasant telephone voice that conveys sincerity and confidence Good written and oral communication skills Good organizational and multi-tasking skills Ability to remain interested and focused when repeating information Ability to think quickly and respond to complaints smoothly and tactfully Ability to work independently or as part of a team