Call Center Agent

We are looking for a highly motivated and customer-focused Call Center Agent to  join our team. The ideal candidate will have excellent communication skills, a passion for delivering outstanding customer service, and the ability to handle inbound and outbound calls in a fast-paced environment. This role requires flexibility in working shifts, including graveyard shifts, and prior experience in a similar role within a resort setting.Determine guest requirements by actively listening and engaging with them.Provide accurate information about services, rates, excursions, menus, and resort facilities.Clarify and fulfill guest requests, ensuring timely and satisfactory responses.Identify and resolve guest concerns by researching and exploring solutions.Escalate unresolved issues to the appropriate department when necessary.Recognize opportunities to promote additional services and upsell products.Explain features and benefits to enhance the guest experience.Manage a high volume of inbound and outbound calls efficiently.Ensure all customer interactions are recorded in the call center database.Maintain updated records of all essential telephone contacts.Follow safety and emergency protocols when required.Ensure timely updates on pricing, schedules, and special events.Close the phone lines of departing guests two hours before their departure.Handle wake-up call requests and update the system accordingly.