Contact Center Specialist

2 weeks ago

Abu Dhabi Emirate United Arab Emirates Miral Destinations Full time

The Concierge Specialist plays a crucial role in delivering superior guest experiences by not only managing inquiries but also taking a proactive approach to resolving complaints, analyzing feedback, and suggesting process improvements. This role requires an advanced understanding of guest relations, complaint management, and the ability to mentor and guide other team members. Role Scope Advanced Guest Interaction Handle complex inquiries and complaints, ensuring quick resolution and high guest satisfaction. Complaint Management Manage guest complaints across multiple channels, conducting thorough investigations, and implementing solutions to prevent recurrence. Process Improvement Analyze guest feedback, identify root causes of complaints, and recommend process modifications to enhance guest experience. Reporting Create detailed reports on guest feedback and complaints, providing insights for management to improve service delivery. Relationship Building Cultivate strong relationships with guests, partners, and suppliers to enhance the brand’s reputation and service standards. Support and guide other team members, sharing expertise and helping to maintain a high standard of service across the team. General Duties Perform additional tasks as required, contributing to the overall success of the concierge team. Experience and Skills Higher Secondary 2–5 years in travel, tourism, hotel management, contact centers, or guest relations. At least 1 year of leadership experience. Advanced problem‑solving and decision‑making skills. Strong organizational and prioritization abilities. Proficiency in English, with additional languages such as Arabic, French, or Russian being advantageous. Ability to work independently and as part of a team, adapting to a dynamic work environment. University Degree in Tourism or Hospitality Management. Experience in the entertainment industry. Knowledge Retention. Attention to Details. Seniority Level Entry level Employment Type Full–time Job Function Customer Service Industries Travel Arrangements #J-18808-Ljbffr

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