CALL CENTER ASSISTANT
Job purpose
The Call Center Assistant is responsible for ensuring the efficient operation of the Call Center during assigned shifts by delivering exceptional customer service, managing guest communications, and supporting hotel and F&B reservation services to enhance the overall guest experience.
Duties and Responsibilities
Ensure Compliance to Rules and Regulations
- Ensures compliance with all NagaWorld’s standards or relevant industry standards during all aspects of work
- Ensures all employees adherence to NagaWorld’s Code of Conduct, Internal Rules, and Regulations at all times
General Job Functions
- Maintains high standards of customer service by handling internal and external calls promptly, responding to guest inquiries, and ensuring all communications are managed efficiently
- Provides accurate hotel and F&B information, manages reservations and bookings, and promotes hotel products, services, and promotions to maximize guest satisfaction and revenue
- Coordinates guest requests, including wake-up calls, courtesy calls, room status follow-ups, defect reporting, and complaint escalation to the appropriate departments
- Maintains accurate records and reports, including call logs, F&B reservations, guest reviews, and daily, weekly, and monthly operational reports
- Monitors and communicates guest feedback, online reviews, and operational updates to relevant departments while ensuring effective shift handovers
- Maintains confidentiality of guest and hotel information, demonstrates knowledge of emergency procedures, and remains attentive and professional throughout each shift
- Ensures departmental equipment is in good working condition, maintains punctuality, and participates in scheduled training while supporting the onboarding of new team members
- Any other tasks assigned
Qualifications
- High School Graduate or equivalent education required
- Experience in the hotel or hospitality industry is an advantage
- Knowledge of the Opera system is an advantage
- English Language proficiency and Mandarin Language proficiency is a plus
Working Conditions
This position may require extended working hours and may include evenings, weekends, and public holidays.
Direct Reports
Any person(s) nominated by management.
How to apply
Please submit CV, highlighting job position to careers@nagaworld.com
Talent Acquisition – Group Human Resources
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.
