客服中心电话专员 Service Centre Agent

工作职责:
接听和转接电话以热情、使用规范的问候语和话术，准确判断来电目地。遇到忙音或无人接听时，及时告知来电者并询问是否需要留言或其他帮助。熟练掌握酒店的各项信息，如客房类型及价格、餐饮设施及营业时间、娱乐项目、会议场所等。为来电者提供准确、详细的酒店信息咨询，解答关于酒店服务、周边环境等方面的问题。随时更新信息储备，确保提供的信息及时且准确无误。耐心倾听客人的投诉和意见，以诚恳的态度表示关注和理解。详细记录投诉内容，及时将投诉反馈至相关部门负责人。跟进投诉处理进度，将处理结果反馈给客人，并做好记录。准确记录客人的叫醒要求，包括房间号、叫醒时间等。接收客人的留言，准确记录留言内容和留言对象。
岗位要求：
- 具备与客人有良好的沟通能力。
- 流利的中英文书写和口语。
璞丽专享福利:
- 住宿非上海市户籍员工享有特殊补贴400元每月。
- 住宿（二人一间）独立卫生间，免费提供无线网络及床上用品的使用。
- 非上海市户籍享有每年一次返程车费报销。
- 享有补充商业医疗保险，可100%报销医保范围内门急诊费用。
- 享有特殊班次补贴和各类促销奖励机制。
- 享美味员餐、每月美食节、节日以及生日礼品卡。
- 璞麗赞赏计划，有机会获得奖励积分，可换取多种多样的丰厚礼品。
- 享有免费年度体检。
Job Responsibilities：
Answer and transfer calls with enthusiasm, use standard greetings and speech techniques, accurately determine the purpose of the call.When you encounter a busy tone or no answer, inform the caller and ask if you need to leave a message or other help.Proficient in hotel information, such as room types and prices, dining facilities and opening hours, entertainment, meeting places, etc.Provide accurate and detailed hotel information consultation for callers, answer questions about hotel services, surrounding environment, etc.Update the information reserve at all times to ensure that the information provided is timely and accurate.Patiently listen to guest complaints and comments, express concern and understanding with sincere attitude.Record the complaint content in detail, and timely report the complaint to the head of the relevant department.Follow up the progress of complaint handling, report the result to the customer, and make a record.Accurately record guest's wake-up requests, including room number, wake-up time, etc.Receive the guest's message, accurately record the message content and message object.
Job Requirements:
Good communication skills with guests.
Fluent speaking and writing both in Chinese and English.
Exclusive Benefits at The PuLi Hotel & Spa:
- Non-Shanghai household registration employees will receive a monthly subsidy of 400 yuan for accommodation.
- Accommodation (two people sharing a room) comes with private bathrooms. Free Wi-Fi and bedding are provided.
- Non-Shanghai household registration employees are entitled to have their return travel expenses reimbursed once a year.
- Supplementary commercial medical insurance is available, which can cover 100% of the outpatient and emergency expenses within the scope of medical insurance.
- Be entitled to special shift allowances and various promotional incentive mechanisms.
- Enjoy delicious staff meals, monthly food festivals, as well as holiday and birthday gift cards.
- The PuLi Appreciation Program offers the opportunity to earn reward points that can be exchanged for a wide variety of generous gifts.
- Free annual physical examinations.