Concierge Agent

To receive inbound enquiries from guests enquiring about any of the brands represented on Yas Island

To gain a clear understanding of the guests†enquiry or complaint

To properly answer the guests†query in the most accurate and speedy manner without making the guest feel rushed.

To resolve any guest queries through troubleshooting with the guest to ensure payment is made promptly

To use appropriate tools to effectively respond to the query type is made

Ensure Yas Island as a destination is fulfilling its brand promise to the guest

Maintain an excellent and up-to-date level of product and procedural knowledge and proactively seek out information, in order to understand guest issues.

To ensure the guest does not need to call us again for the same query by delivering the right response and educating them in future on how to get this response using self-service whenever appropriate

Document call outcome including any agreements made regarding payment

Identify and report new business practices that could be introduced or suggest modifications to existing practices to increase guest satisfaction levels

Contribute positively towards the achievement of performance targets in all aspects of the teamâ€s activities.

Aim to achieve or exceed Experience Hub and Agent KPIs (e.g. Guest Satisfaction and Quality Scores)

Entering and/or updating client information in the system and ensure Guest details are up to date

Support a good team and working environment through assisting fellow employees and participate constructively in team meetings

Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader

Higher Secondary

Candidates will have worked in a hospitality or travel contact center and will have the ability to work in a fast-paced environment.

Candidates will have worked in a contact center for a minimum of two years or similar environment.

Ability to develop and maintain guest rapport

Excellent computer and system skills

Excellent interpersonal and verbal and written communications skills and ability to convert enquiries into sales

Excellent empathy, problem solving abilities, decision making and aptitude to understand and explain technical information

Proven ability to work towards individual and team targets

Fluency in English and/or Arabic

University Degree

Quality scores of not less than 87%

Candidates will be confident and enthusiastic

Excellent attention to detail and accuracy

Ability to overcome objections

Ability to work on own initiative but also as part of a team

Ability to work in a constantly evolving environment

Ability to organize and prioritize work effectively