Coordinator - SSF

Position Summary

Coordinator – Customer Supports is responsible for assisting the limits of established Galaxy Macau policies and procedure, manages the use of revenue system on daily basis and also supports Privilege Club operations as required

Primary Responsibility

• Answer ACD (automatic call distribution) line in a friendly, professional and timely manner
• Assist guests with room booking and changing reservations and/or reservation inquiries
• Maintain complete knowledge of departmental policies, procedures and service standards
• Maintain complete knowledge of correct maintenance and use of equipment and ensure the equipment is used only as intended
• Ensure that productivity levels, service standards, and customer relations are maintained.
• Ensure that daily productivity is achieved
• Be familiar with special events, tournament and promotional procedures and formats to assist guest requests, answer questions and resolve problems
• Maintain proper phone etiquette with each customer
• Attempt to resolve customer complaints/requests in an efficient manner ensuring customer satisfaction
• Continually display a very high standard of customer services
• Perform other duties as assigned

Requirements

• High School diploma, College education in Marketing or related field preferred
• Proficiency with Microsoft Office including Excel, Word and Outlook
• Responsible to increase loyalty by serving as a personal point of contact to casino players
• Responsible to ensure excellent customer service
• Knowledge of both written and spoken Mandarin and Cantonese is required
• Strong written and verbal English skills are essential, knowledge in other languages is an advantage.
• A target-driven attitude with flexibility to work any shift on any day of the week