Contact Center Specialist

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 InteractionHandle complex inquiries and complaints, ensuring quick resolution and high guest satisfaction.Complaint ManagementManage guest complaints across multiple channels, conducting thorough investigations, and implementing solutions to prevent recurrence.Process ImprovementAnalyze guest feedback, identify root causes of complaints, and recommend process modifications to enhance guest experience.ReportingCreate detailed reports on guest feedback and complaints, providing insights for management to improve service delivery.Relationship BuildingCultivate strong relationships with guests, partners, and suppliers to enhance the brand’s reputation and service standards.MentorshipSupport and guide other team members, sharing expertise and helping to maintain a high standard of service across the team.General DutiesPerform additional tasks as required, contributing to the overall success of the concierge team.Experience and Skills:Essential: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 environmentDesirable:University Degree in Tourism or Hospitality ManagementExperience in the entertainment industryKnowledge Retention Attention to Details