Contact Center Executive

2 weeks ago

Dubai, Dubai, United Arab Emirates OMNIYAT Full time

Job Summary

The Contact Center Agent serves as the primary point of contact for guests and potential customers, delivering a high standard of service across all communication channels. The role is responsible for managing reservations, inquiries, and service requests while ensuring brand standards, service excellence, and guest satisfaction are consistently met.

Key Responsibilities

Guest Communication & Service Excellence

  • Handle inbound and outbound guest communications via phone, email, chat, and digital platforms in a professional and courteous manner
  • Provide accurate, detailed information regarding products, services, facilities, and policies
  • Ensure all guest interactions reflect the brand's service standards and luxury positioning

Reservations & Booking Management

  • Manage reservations, booking amendments, cancellations, and special requests
  • Maximize revenue by upselling categories, packages, and services where appropriate
  • Ensure accuracy of bookings and guest profiles within the reservation system

Issue Resolution & Coordination

  • Address guest concerns, complaints, and service recovery cases promptly and effectively
  • Coordinate with different departments to ensure timely resolution of guest requests
  • Escalate complex issues to supervisors in line with company procedures

System & Data Management

  • Maintain accurate guest records, call logs, and interaction notes in CRM and reservation systems
  • Follow data protection, confidentiality, and compliance standards
  • Support reporting requirements related to call volumes, bookings, and service performance

Performance & Quality Standards

  • Meet individual and team KPIs including response time, booking conversion, and guest satisfaction
  • Adhere to scripts, call quality guidelines, and operational procedures
  • Participate in training, quality reviews, and continuous improvement initiatives

Skills & Competencies

  • Exceptional verbal and written communication skills
  • Strong customer service and relationship management abilities
  • Professional telephone etiquette and active listening skills
  • Ability to multitask and manage high volumes of inquiries
  • Problem-solving mindset with attention to detail
  • Sales awareness with the ability to convert inquiries into bookings

Qualifications & Experience

  • Minimum 1–3 years of experience in hospitality, customer service, or contact center operations
  • Experience in luxury hospitality or hotel reservations is highly preferred
  • Proficiency in reservation systems and CRM platforms
  • Fluency in English and Arabic is required; additional languages are an advantage

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