Officer, Call Center

Job Summary

The overall role of  Officer, Call Center is responsible for managing inbound and outbound customer calls, ensuring a smooth and professional communication experience.

Key Responsibilities

1. Answer incoming calls from customers in a professional and courteous manner to ensure a positive first impression and enhance the customer experience.
2. Take orders and provide information about products and services to support accurate order processing and informed customer decisions.
3. Make and assist with reservations, including supporting corporate sales personnel to ensure all bookings are correctly arranged and communicated to the respective outlets.
4. Resolve customer complaints and issues in a timely and effective manner to maintain customer satisfaction and protect the restaurant’s reputation.
5. Make outbound calls to follow up with customers and gather feedback occasionally to identify service improvement areas and strengthen customer relationships.
6. Maintain accurate records of customer interactions and transactions to support internal reporting and ensure service consistency.
7. Perform other tasks as assigned by the Superior.

Success Factors

1. Be able to coordinate and closing the deal with high pressure and panicked reservation
2. Be able to manage call volumes during peak hours and ensure quick and accurate order taking and delivery
3. Be able to handling various customer-related issues such as complaints, refunds, and cancellations

Qualifications

1. Education:
   • Highschool Diploma and College in Business Administration, Business Management, Marketing, Communications or related fields.

2. Experiences:
   • At least 1 year of working experience in F&B or Tourism and Hospitality field
   • Proven experience as a call center representative or similar customer service role
3. Skills and knowledge:
   • Computer skills in MS Office (Word, Excel, Power Point)
   • Able to communicate and writing in English
   • Grooming, Presentation Skill, Confidence, Dynamic and Problem-Solving Skills
   • Strong in communication, negotiating skill, time management and commitment
   • Having a positive attitude “Customer First” and must turn complaints or feedback turning into opportunity and growth