Job Title: Contact Centre Operations Agent
We are seeking a skilled and professional Contact Centre Operations Agent to join our team. As a Contact Centre Operations Agent, you will be responsible for delivering exceptional customer service and support.
* Main Responsibilities:
* Processing all aspects of online bookings for hotels, resorts and Holiday Homes
* Managing OTA bookings and regulating the OTA chat function
* Actioning all pre-arrival correspondence for online guests with accurate, up-to-date information
* Administering booking changes and cancellations while adhering to policy, and resolving declined payments or account discrepancies
* Processing credit card refunds for eligible cancellations
* Supporting the Contact Centre Sales Agent team with accurate quotes, invoices and payment follow-up
* Escalating errors, miscalculations or system inaccuracies as needed
* Maintaining internal FOC database booking requests and completing reporting and booking checks to minimise errors
* Updating and distributing concessionaire and discount booking forms
* Assisting the Front Office team in resolving booking discrepancies
* Maintaining strong knowledge of Hamilton Island rates, specials and activities to provide correct information
* Supporting overflow tasks or ad-hoc Contact Centre duties when required
Requirements:
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment
* Strong analytical and problem-solving skills
* Ability to maintain confidentiality and handle sensitive information
* High school diploma or equivalent required; tertiary qualification preferred
Benefits:
* A competitive salary package
* Ongoing training and development opportunities
* A dynamic and supportive work environment
* The opportunity to work with a leading organisation in the industry
About Us:
We are a leading provider of contact centre services, dedicated to delivering exceptional customer experiences. Our team is passionate about providing outstanding service and support, and we are committed to continuous improvement and innovation.