Contact Center Agent - Guest Services
Customer Service / Public Relations / Call Center
About the Employer
Job Description
Now Hiring
Contact Center Agent, Guest Services
Join Cinnamon Hotels & Resorts, Sri Lanka's largest hotel chain, with a portfolio of 17 hotels and resorts in Sri Lanka and the Maldives, including the iconic US$1.4 Billion Cinnamon Life at City of Dreams Sri Lanka. As a member of John Keells Holdings PLC, one of Sri Lanka's largest listed conglomerates, we offer inspiring career opportunities.
Role Overview - As a Contact Center Agent - Guest Services, you will play a key role in delivering exceptional guest experiences at Cinnamon Life by handling guest inquiries and requests, providing accurate information, coordinating with relevant departments, resolving issues efficiently, and ensuring professional and personalised service across every guest interaction.
Your responsibilities will include:
- Handle inbound and outbound calls professionally, ensuring a high level of customer service.
- Respond to guest inquiries, requests, and complaints in a timely and efficient manner.
- Provide accurate information on hotel services, facilities, and promotions.
- Coordinate with relevant departments to resolve guest issues and follow up as required.
- Maintain call records and update systems with relevant information.
- Meet individual and team targets, including call handling metrics.
- Support a 24-hour call center operation by working on a shift basis, including nights, weekends, and holidays.
- Ensure a positive guest experience through effective communication and problem-solving.
Qualifications & Experience:
- Previous experience in a call center, customer service, or hospitality role is preferred.
- Excellent communication and interpersonal skills with a customer-focused approach.
- Strong problem-solving abilities and the ability to handle challenging situations calmly.
- Basic computer literacy with experience in CRM or call management systems.
- Able to work in a fast-paced environment with flexible shifts.
