Customer Care Associate
2 weeks ago
The Customer Care Associate is responsible for providing timely assistance and feedback to customers with their inquiries and concerns raised via SMS, call, email or chat.
RESPONSIBILITIES
- Answer phone calls and attend to live chat pertaining to general inquiries such as but not limited to casino events, theater shows, live concerts, movie screening time, casino & hotel promotions, mall activities, slots and table games tournaments, membership concerns, shuttle service program, and all other related inquiries
- Reply to email inquiries of customers in a professional manner based on the set standards and in accordance to email etiquette
- Facilitate sending of SMS and collate feedback from incoming SMS to measure customer satisfaction
- Facilitate return calls to customers for follow up of pending concerns or resolution of transactions
- Handle complaints of customers and take necessary actions to resolve issues within the acceptable turnaround time including proper documentation of cases
- Coordinate with the hotel partners in room reservation for NWR members
- Other duties as assigned
QUALIFICATIONS
- Completed at least two (2) years in College
- Has at least one (1) year of working experience in a BPO industry (call center set-up) or In-House Contact Center
- With at least one (1) year of experience in Customer Service
- Preferably with working experience in hotel reservations or front desk
- Confident and decisive in handling challenging scenarios
- Can easily adapt to change
- Passionate in dealing with people
- Able to work quickly under pressure
- Proficient in Office applications (Google Suite, MS Office)
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