Customer Contact Agent

The Customer Contact Agent is responsible for ensuring that all internal guests queries, issues, or concerns are facilitated in a courteous, and professional manner.

Company Overview:

Millennium Investments is a leading force in construction and real estate development, with a legacy of creating world-class properties like The Crane Resort. Our commitment to innovation, quality, and excellence drives every project we undertake. We’re seeking a Customer Contact Agent to join our dynamic team and play a key role in supporting the Customer Contact Centre within our organisation.

Applications open to Barbadian nationals or persons with permission to reside and work in Barbados

The Opportunity- Customer Contact Agent

The Customer Contact Agent is responsible for ensuring that all internal guests queries, issues, or concerns are facilitated in a courteous, and professional manner. He/ she shall provide prompt, polite, efficient, and professional handling of all call-based or internet-based queries with the focus on problem solving in the most effective and efficient manner, in addition to ensuring guest satisfaction.

Summary of Main Duties:

• Maintains positive guest relations.
• Proactively closes the loop on customer reports, while anticipating and acknowledging guests’ needs.
• Facilitates internal dining reservations and confirmations.
• Handles incoming telephone calls and other guest communication in a discreet manner.
• Transfers calls if applicable and follows through to ensure guest satisfaction.
• Performs timely investigation and provides responses of guest feedback through various mediums such as Trip Advisor, Revinate, Qualtrics, Online Travel Agencies (Booking.com & Expedia), the Hotel Operations Management system, Hilton Guest Assistance & Member Support etc.
• Provide responses to Guest feedback surveys, comments, and Member Support cases within the required timeframe.
• Effectively uses the Hotel Operations Management System.
• Accurately communicates with other staff members working on different shifts regarding issues arising from day-to-day operations.
• Liaises with the Guest Relation Managers to assist with guest concerns while ensuring there has been effective problem resolution.
• Maintains complete knowledge at all times of:

1. All hotel features/services, hours of operation.
2. All room types, numbers, layout, décor, appointments, and location.
3. All special packages and promotions.

The ideal candidate will possess:

• Flexibility to work on weekends, holidays, and evenings as scheduled.       
• Previous customer service experience preferred.
• Ability to work in a multi-tasking, fast-paced environment.
• Excellent written and verbal communication.
• Organizational and time management skills.
• A strong work ethic with attention to detail.
• Be a clear thinker, remaining calm and resolving problems using good judgment.

Required Skills/Qualifications:

• At least 2 years’ experience working in the hospitality industry would be an asset 
• Proficient in Microsoft Office Suite
• An Associate Degree or Bachelor’s Degree in a Tourism discipline would be an asset.

Please note that only suitably qualified applicants will be invited to interview.