Scope of Work

• The primary purpose of this role is to handle incoming calls and provide expert consultation to clients, ensuring seamless booking of services such as luxury dining, airport services, entertainment travel, hotels, spas, golf, and more
• Receive inbound calls and make outbound calls, providing consultation to VIP clients regarding room and reservation bookings based on their needs and personal preferences, ensuring requests are handled within the committed time frame.
• Proactively and flexibly coordinate with relevant departments to provide information to clients, address VIP client feedback, and handle complaints.
• Conduct regular care programs to survey the satisfaction levels of VIP clients and partners with UrBox‘s services or any promotional programs that arise.
• Participate in the development of call scripts and operational procedures during the work process.

Requirements:

• At least 2 years of experience in Customer Service within service industries such as Fine Dining, Airport Services, Entertainment Travel, Hotels, Spas, Golf, Health, and Education.
• Proficient in English communication.
• No speech impediments, stuttering, or strong regional accents.
• Ability to understand customer psychology and handle situations with flexibility and sensitivity, especially with VIP clients.
• Proactively communicate with customers according to their needs.
• High sense of responsibility, able to work under pressure.
• A spirit of progress, a desire to work and stay long-term with the company.
• Work in shifts, with flexible weekly days off.
• Night shifts (work from home during night shifts).

Notes:

Working in shifts, flexible weekly days off

Shift 1: 8h00
Shift 2: 8h30
Shift 3: 10h
Shift 4: 14h
Shift 5: 22h (night shift - work from home - allowance provided)