Call Centre Agent x 2 Applications are invited from suitably qualified personnel to fill in the position of Call Centre Agent and the successful candidate will be based at The Rainbow Towers Hotel

Applications are invited from suitably qualified personnel to fill in the position of Call Centre Agent and the successful candidate will be based at The Rainbow Towers Hotel and ICC, Harare.

Reporting
The position reports to the Customer Service Manager.

PRINCIPAL RESPONSIBILITIES:
Core Customer Service & Communication:
• Handling inquiries and responding to customers via phones, emails and WhatsApp.
• Processing and confirming bookings for accommodation, food (Eats), and groceries etc.
• Directing customer inquiries to appropriate departments.
• Assisting customers with account updates, passwords recovery, and username retrieval.
• Sharing promotional specials and upcoming events information.
• Generating quotations for various channels, including international offices.
• Taking shuttle requests and forwarding them to the relevant departments.

Booking & Order Processing:
• Contacting clients to confirm bookings and ensure legitimacy.
• Sending booking details to hotels and confirming client check-ins.
• Forwarding orders to regional teams, noting special requests, and managing payment processes (including payment link distribution).
• Following up on order progress and providing updates to clients.
• Making bookings on behalf of clients who encounter website/app challenges.

Revenue & Reporting:
• Calling hotels to verify client check-ins and updating the revenue report accordingly.
• Sending daily revenue reports to the Accounts Manager and Accommodation Channel Manager.
• Assigning orders to relevant regions for third-party costing and monthly revenue capture.

Person Specification & Attributes
• Holder of a Higher National Diploma in IT or Marketing Communication or equivalent
• Knowledge of Microsoft is a requirement.
• At least 1 -2 years’ relevant experience in a similar post
• Yield management and sales skills an added advantage.
• Ability to work under minimum supervision.
• High level of attention to detail
• Good communication and interpersonal skills