Concierge Agent at Miral Experiences

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

16 Sep, 26

Salary

0.0

Posted On

18 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Interaction, Query Management, Troubleshooting, CRM, Sales Conversion, Interpersonal Communication, Problem Solving, Decision Making, Contact Centre Operations, Customer Satisfaction, Payment Processing, Multilingual Communication, Objection Handling, Organizational Skills, Attention To Detail, Hospitality Management

Industry

Entertainment Providers

Description

Guest Interaction & Query Management * Manage inbound inquiries from guests across various brands represented by the Concierge teams, demonstrating a keen understanding of their needs and concerns. * Thoroughly comprehend and address guest inquiries and complaints, ensuring accurate and prompt responses without sacrificing quality of service. * Resolve guest queries efficiently by employing troubleshooting techniques and facilitating prompt payment processing. * Strive to eliminate repeat contacts by providing accurate resolutions and promoting self-service options where applicable. Service Delivery & System Utilisation * Utilize appropriate tools and resources effectively to provide comprehensive and satisfactory responses to guest queries. * Enter and update client information in the system, ensuring that guest details are current and accurate. * Document call outcomes, including agreements made regarding payments, ensuring accurate and thorough record-keeping. * Process ticket and experience payments on the CRM and actively recommend additional services to enhance the guest experience. Product Knowledge & Continuous Improvement * Maintain an exceptional level of product and procedural knowledge, proactively seeking information to address guest needs effectively. * Identify and report opportunities for new business practices or suggest modifications to enhance guest satisfaction levels. Performance & Team Contribution * Actively contribute to achieving and exceeding performance targets, including Experience Hub and Agent KPIs such as Guest Satisfaction and Quality Scores. * Foster a positive working environment by assisting colleagues and actively participating in team meetings. Onsite Guest Engagement & Surveys * Support onsite guest engagement activities across Yas Island parks and attractions, as required, including during peak periods, events, and special campaigns, by conducting surveys and collecting guest feedback accurately and professionally to support service improvement initiatives. * Conduct onsite surveys in line with approved scripts, guidelines, and data collection procedures, ensuring guest responses are recorded accurately and handled in accordance with applicable privacy requirements. * Represent the brand professionally during onsite assignments by adhering to approved uniform standards and maintaining high standards of personal grooming, hygiene, and presentation at all times. General Responsibilities * Undertake general duties or additional tasks as required by the Team Leader to support the overall efficiency and effectiveness of the team, including onsite support when required. Essential: * Higher Secondary * Ability to establish and maintain rapport with guests * Proficient computer and system skills * Exceptional interpersonal, verbal, and written communication skills, with the ability to convert inquiries into sales * Outstanding empathy, problem-solving abilities, decision-making skills, and the ability to comprehend and explain technical information * Proven track record of achieving individual and team targets * Contact centre experience gained in a top-tier organisation in the entertainment, travel, or retail industry * Fluency in English and/or Arabic Desirable: * Skilful in overcoming objections and handling challenging conversations * Ability to work both independently and collaboratively within a team * Adaptability to thrive in a constantly evolving environment Strong organisational and prioritisation skills * Background in hospitality, travel, or customer service within a fast-paced environment * Proven performance in achieving or exceeding service metrics, preferably within Miral Experiences facilities * Demonstrated confidence and enthusiasm in previous roles * Strong attention to detail and accuracy * Minimum of two years of experience in a contact centre or similar dynamic environment * Previous experience in sales Fluency in Chinese, Mandarin, French, Russian, Indian, or Hebrew Miral Destinations

Responsibilities

Manage guest inquiries and complaints across various brands to ensure high satisfaction and quality service. Handle bookings, process payments via CRM, and conduct onsite guest surveys at Yas Island attractions.