Customer Service Agent - Abu Dhabi, , United Arab Emirates - Emirates Park Zoo

    Emirates Park Zoo
    Emirates Park Zoo Abu Dhabi, , United Arab Emirates

    2 weeks ago

    Description

    The Customer Service Agent acts as the
    first point of contact for guests, addressing inquiries, managing complaints,
    and gathering feedback to ensure guest satisfaction. This role plays a crucial
    part in maintaining the zoo's reputation on review platforms and improving
    service based on guest insights.<\/span>
    <\/p>
    <\/div>

    Guest Interaction & Support<\/span>
    <\/p>

    · <\/span><\/span><\/span>Serve as the first point of contact for guests
    seeking assistance.
    <\/p>

    · <\/span><\/span><\/span>Respond to inquiries in a friendly and helpful
    manner.
    <\/p>

    · <\/span><\/span><\/span>Handle complaints and resolve issues promptly or
    escalate as necessary.
    <\/p>

    2. Feedback & Review Management<\/span>
    <\/p>

    · <\/span><\/span><\/span>Collect and document guest feedback through
    surveys and verbal interactions.
    <\/p>

    · <\/span><\/span><\/span>Encourage positive reviews on platforms like
    Google, TripAdvisor, and social media.
    <\/p>

    · <\/span><\/span><\/span>Monitor review platforms and compile weekly
    performance summaries.
    <\/p>

    3. Reporting & Coordination<\/span>
    <\/p>

    · <\/span><\/span><\/span>Document complaints and suggestions in a
    structured format.
    <\/p>

    · <\/span><\/span><\/span>Coordinate with relevant departments to follow
    up on issues.
    <\/p>

    · <\/span><\/span><\/span>Support guest recovery efforts for dissatisfied
    visitors.
    <\/p>

    4. Standards & Representation<\/span>
    <\/p>

    · <\/span><\/span><\/span>Maintain grooming and behavior standards aligned
    with brand image.
    <\/p>

    · <\/span><\/span><\/span>Represent the zoo professionally in all guest
    interactions.
    <\/p> Adhere to privacy and data protection guidelines
    when collecting feedback.<\/span>
    <\/div>
    <\/div>
    <\/div><\/span>

    Requirements<\/h3>

    Education:<\/span><\/u><\/b>
    <\/p>

    · <\/span><\/span><\/span>High school diploma or equivalent. Diploma in
    Hospitality or Communication is a plus.
    <\/p>

    Skills:<\/span><\/u><\/b>
    <\/p>

    · <\/span><\/span><\/span>Strong verbal and written communication skills.
    <\/p>

    · <\/span><\/span><\/span>Proficiency in English; additional languages are
    an advantage.
    <\/p>

    · <\/span><\/span><\/span>Empathy and patience when dealing with customer
    concerns.
    <\/p>

    · <\/span><\/span><\/span>Basic computer and mobile application
    proficiency.
    <\/p>

    · <\/span><\/span><\/span>1–2 years in customer service, hospitality, or
    guest relations.
    <\/p> Experience in handling complaints and collecting
    service feedback.<\/span>
    <\/div>
    <\/div>

    · <\/span><\/span><\/span>Familiar with guest feedback tools and survey
    collection apps.
    <\/p>

    · <\/span><\/span><\/span>Comfortable using email, spreadsheets, and
    review tracking platforms.
    <\/p> Basic reporting and presentation skills for
    guest feedback analysis.<\/span><\/span>
    <\/div> ​<\/span><\/span>
    <\/div>

    · <\/span><\/span><\/span>Friendly, calm, and approachable demeanor.
    <\/p>

    · <\/span><\/span><\/span>Professionalism and high emotional intelligence.
    <\/p>

    · <\/span><\/span><\/span>Problem -solving mindset with attention to guest
    satisfaction.
    <\/p> Ability to manage stressful situations with
    poise.<\/span>​<\/span><\/span>
    <\/div>
    <\/div>
    <\/div>
    <\/div><\/span>

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Customer service agent