Overview of the Role
Role Summary
The company is looking for a Customer Support Coordinator (Front/Back Office) with a strong customer-service approach to oversee conference and group requests and deliver high-quality assistance through voice and non-voice channels.
This position covers client communication, answers to property and product questions, coordination of contracts and payments, and orderly management of correspondence in accordance with SLA requirements.
The selected person will collaborate closely with the Hotel Revenue and Sales teams to improve enquiry conversion, recognize sales opportunities, and address customer issues promptly without compromising service quality.
Key Duties
Main Responsibilities:
- Manage incoming telephone calls.
- Handle enquiries concerning conference meeting rooms, property or location information, and product support.
- Provide email support to key clients, following SOPs and training resources while applying excellent product knowledge and efficiency.
- Prepare contracts, follow up remittances, process payment claims, enter rooming lists, and transfer correspondence according to SLA requirements.
- Coordinate with Hotel Revenue & Sales teams to increase conversion of enquiries.
- Spot potential sales leads.
- Route questions and complaints appropriately to prevent a poor customer experience.
- Work across both voice and non-voice channels while managing multiple tasks.
- Respond to group enquiries, as well as property or location questions and product-support requests.
Qualifications
Required Profile:
- Strong communication and interpersonal abilities.
- Full written and spoken command of English.
- Prior work in customer service or support is considered an advantage.
- Ability to work full-time from the office.
- Available shifts are 09:00–18:00, 10:00–19:00, or 10:30-19:30.
Overview of the Role
Role Summary
The company is looking for a Customer Support Coordinator (Front/Back Office) with a strong customer-service approach to oversee conference and group requests and deliver high-quality assistance through voice and non-voice channels.
This position covers client communication, answers to property and product questions, coordination of contracts and payments, and orderly management of correspondence in accordance with SLA requirements.
The selected person will collaborate closely with the Hotel Revenue and Sales teams to improve enquiry conversion, recognize sales opportunities, and address customer issues promptly without compromising service quality.
Key Duties
Main Responsibilities:
- Manage incoming telephone calls.
- Handle enquiries concerning conference meeting rooms, property or location information, and product support.
- Provide email support to key clients, following SOPs and training resources while applying excellent product knowledge and efficiency.
- Prepare contracts, follow up remittances, process payment claims, enter rooming lists, and transfer correspondence according to SLA requirements.
- Coordinate with Hotel Revenue & Sales teams to increase conversion of enquiries.
- Spot potential sales leads.
- Route questions and complaints appropriately to prevent a poor customer experience.
- Work across both voice and non-voice channels while managing multiple tasks.
- Respond to group enquiries, as well as property or location questions and product-support requests.
Qualifications
Required Profile:
- Strong communication and interpersonal abilities.
- Full written and spoken command of English.
- Prior work in customer service or support is considered an advantage.
- Ability to work full-time from the office.
- Available shifts are 09:00–18:00, 10:00–19:00, or 10:30-19:30.
