Contact Centre Agent at Sun International Cape Town

Be the Voice of an Exceptional Experience: Join Our Team as a Contact Centre Agent!

Are you a customer service superstar with a passion for hospitality? Do you have a friendly voice and a knack for making people feel welcome, even over the phone? We are looking for a Contact Centre Agent to be the first point of contact for our resort in Cape Town.

This is more than just a call center role; you’ll be a key part of our guest experience, responsible for ensuring every call is a positive one. You will handle everything from routing calls and confirming reservations to upselling bookings and resolving guest issues.

What You’ll Be Doing

As a Contact Centre Agent, you’ll be a vital link between our guests and the resort. Your responsibilities will include:

• Inbound Calls & Customer Service: Answering all incoming calls with a professional and friendly demeanor, providing accurate information about our promotions, facilities, and products.
• Booking & Reservations: Handling booking requests, capturing all necessary information, and confirming reservations accurately and efficiently. You’ll also have the opportunity to upsell and achieve the best possible rates.
• Guest Relations: Building rapport with guests and addressing their complaints with urgency and courtesy to protect our brand’s reputation.
• Coordination & Admin: Coordinating with other departments to resolve guest issues and compiling confirmation letters, handover reports, and other necessary documentation.

What We’re Looking For

We are seeking a candidate with at least 2-3 years of experience in the hospitality or service industry, preferably in a front office, reservations, switchboard, or call center environment. A 3-Year Hotel School Diploma would be a definite advantage.

The ideal candidate will be fluent in English, have excellent telephone and listening skills, and be proficient in MS Office and hotel software like Opera. You must be able to work flexible hours, including weekends and evenings.

This is a permanent position with a competitive, market-related salary. If you’re ready to use your skills to create exceptional guest experiences, we encourage you to apply.