Role Overview

We are seeking a customer-focused Customer Support Coordinator (Front/Back Office) to manage conference and group enquiries while providing excellent support across voice and non-voice channels. The role involves handling client communications, responding to property and product enquiries, coordinating contracts and payments, and ensuring smooth correspondence management within SLA standards.

The successful candidate will work closely with Hotel Revenue and Sales teams to maximize enquiry conversion, identify sales opportunities, and resolve customer concerns efficiently while maintaining high service standards.

Key Responsibilities:

• Call handling
• Take conference meeting room enquiries, property/location knowledge-based questions and product-based support
• Email correspondence – Service prominent clientele in line with SOP’s and Training Resources with highest product knowledge and efficiency
• Issue contracts, Remittance chases, payment claims, Rooming list entry, Correspondence handover as per SLA
• Liaise with Hotel Revenue & Sales teams to maximize enquiry conversion
• Identify sales leads
• Escalate queries/complaints appropriately to mitigate negative customer experience
• Multi-tasking between Voice & Non-Voice
• Take Group enquiries, property/location knowledge-based questions & product-based support

Requirements:

• Excellent communication and interpersonal skills
• Fluency in both spoken and written English
• Previous experience in customer service, or support is an advantage
• Work full-time from the office
• Available working shifts: 09:00–18:00, 10:00–19:00 or 10:30-19:30

Role Overview

We are seeking a customer-focused Customer Support Coordinator (Front/Back Office) to manage conference and group enquiries while providing excellent support across voice and non-voice channels. The role involves handling client communications, responding to property and product enquiries, coordinating contracts and payments, and ensuring smooth correspondence management within SLA standards.

The successful candidate will work closely with Hotel Revenue and Sales teams to maximize enquiry conversion, identify sales opportunities, and resolve customer concerns efficiently while maintaining high service standards.

Key Responsibilities:

• Call handling
• Take conference meeting room enquiries, property/location knowledge-based questions and product-based support
• Email correspondence – Service prominent clientele in line with SOP’s and Training Resources with highest product knowledge and efficiency
• Issue contracts, Remittance chases, payment claims, Rooming list entry, Correspondence handover as per SLA
• Liaise with Hotel Revenue & Sales teams to maximize enquiry conversion
• Identify sales leads
• Escalate queries/complaints appropriately to mitigate negative customer experience
• Multi-tasking between Voice & Non-Voice
• Take Group enquiries, property/location knowledge-based questions & product-based support

Requirements:

• Excellent communication and interpersonal skills
• Fluency in both spoken and written English
• Previous experience in customer service, or support is an advantage
• Work full-time from the office
• Available working shifts: 09:00–18:00, 10:00–19:00 or 10:30-19:30