Customer Service Agent

The Customer Service Agent acts as thefirst point of contact for guests, addressing inquiries, managing complaints,and gathering feedback to ensure guest satisfaction. This role plays a crucialpart in maintaining the zoo’s reputation on review platforms and improvingservice based on guest insights. Guest Interaction & Support · Serve as the first point of contact for guestsseeking assistance.· Respond to inquiries in a friendly and helpfulmanner.· Handle complaints and resolve issues promptly orescalate as necessary.2. Feedback & Review Management · Collect and document guest feedback throughsurveys and verbal interactions.· Encourage positive reviews on platforms like Google, Trip Advisor, and social media.· Monitor review platforms and compile weeklyperformance summaries.3. Reporting & Coordination · Document complaints and suggestions in astructured format.· Coordinate with relevant departments to followup on issues.· Support guest recovery efforts for dissatisfiedvisitors.4. Standards & Representation · Maintain grooming and behavior standards alignedwith brand image.· Represent the zoo professionally in all guestinteractions.Adhere to privacy and data protection guidelineswhen collecting feedback. Requirements Education: · High school diploma or equivalent. Diploma in Hospitality or Communication is a plus.Skills: · Strong verbal and written communication skills.· Proficiency in English; additional languages arean advantage.· Empathy and patience when dealing with customerconcerns.· Basic computer and mobile applicationproficiency.· 1–2 years in customer service, hospitality, orguest relations.Experience in handling complaints and collectingservice feedback. · Familiar with guest feedback tools and surveycollection apps.· Comfortable using email, spreadsheets, andreview tracking platforms.Basic reporting and presentation skills forguest feedback analysis. · Friendly, calm, and approachable demeanor.· Professionalism and high emotional intelligence.· Problem-solving mindset with attention to guestsatisfaction.Ability to manage stressful situations withpoise. #J-18808-Ljbffr