Rotana Rewards - Customer Service Agent (UAE National)

We are currently seeking for passionate and dynamic guest focused Sales professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Customer Service Agent you are responsible to build the Rotana Rewards membership database through professional sales and service techniques, concepts and attitudes & your role will include key responsibilities such as:

• Ensure strong product knowledge of all Rotana hotel services and facilities and provide excellent information to all inquiries at all times
• Maintain an accurate and proper sales call activity records book
• Meet or exceed daily sales call activities including presentations and confirmed memberships
• Extend strong knowledge to members and potential members of the local cities and countries where a Rotana Hotel is currently located or is planned for the future
• Follow and utilize the sales scripts and techniques in an appropriate manner
• Present the membership benefits clearly, accurately and without error and handle customer objections, questions and queries as trained and instructed by the Loyalty Program Director
• Ask for and obtain referrals from members on every sales call where appropriate and speak with all customers in an extremely professional tone, pleasing personality and temperament and friendly and smiling tone of voice
• Handle guest complaints swiftly and advise the Loyalty Program Director immediately if the problem cannot be resolved successfully to the member’s satisfaction
• Contribute customer feedback to the Loyalty Program Director during sales briefings

Education, Qualifications & Experiences

You should ideally have a college diploma and relevant previous work experience. Perfect command of English is a must and the Arabic language skills will be an asset. Knowledge of all relevant IT systems such as Amateo (Customer Relationship Management), Microsoft Office and Microsoft Outlook is an advantage.

Knowledge & Competencies

The ideal candidate will be customer driven and with an extremely proactive and focused personality and an outgoing, charismatic and approachable character. You will be able to work independently and promote at all times the brand image and market status. You should be a great team player, portraying a structured and goal oriented work philosophy and possessing following additional competencies:

Understanding Hotel Operations
Effective Communication
Planning for Business
Supervising People
Understanding Differences
Supervising Operations
Teamwork
Adaptability
Customer Focus
Drive for Results