About Company
Joining Career.zycto means stepping into a vibrant environment where your passion for exceptional service directly shapes customer experiences. We are a dynamic recruitment partner, dedicated to connecting talented individuals with leading opportunities in the hospitality and tourism sectors across Lagos. For a Reservations Call Agent, this offers unparalleled exposure and growth potential. We champion a culture of continuous learning, support, and professional development, ensuring our team members are not just employees, but valued contributors to a broader mission of service excellence. Come thrive with us, where every call is an opportunity to make a difference.
Advertisement
Job Description
Are you a highly motivated and customer-focused individual with a knack for delivering outstanding service? Career.zycto is seeking a dedicated Reservations Call Agent to join our client’s dynamic team in Agege, Lagos. In this pivotal role, you will be the first point of contact for customers, handling inquiries, processing bookings, and ensuring a seamless experience for every caller. This is an exciting opportunity to leverage your communication skills and attention to detail in a fast-paced environment, contributing directly to client satisfaction and business success.
As a Reservations Call Agent, you will be responsible for managing a high volume of inbound and outbound calls, providing accurate information about services, availability, and pricing. You will guide customers through the booking process, confirm reservations, and address any concerns or special requests with professionalism and empathy. Building rapport and fostering positive customer relationships are key aspects of this role. You will utilize various reservation systems and customer relationship management (CRM) tools, requiring a strong aptitude for technology and data entry accuracy.
Our ideal candidate possesses an unwavering commitment to service excellence, a clear and articulate phone manner, and the ability to work effectively under pressure. You should be proactive in identifying customer needs and offering appropriate solutions, demonstrating a problem-solving mindset. This role offers the chance to grow within the hospitality sector, refine your customer service expertise, and be part of a supportive team focused on achieving collective goals. If you’re passionate about making every customer interaction a positive one and are eager to embark on a rewarding career, we encourage you to apply.
Advertisement
Key Responsibilities
- Manage inbound and outbound calls efficiently, addressing customer inquiries and providing accurate information.
- Process reservations, modifications, and cancellations with precision using dedicated booking systems.
- Provide excellent customer service, ensuring a positive and professional experience for all callers.
- Resolve customer complaints and issues promptly and effectively, escalating complex cases when necessary.
- Maintain up-to-date knowledge of service offerings, pricing, promotions, and availability.
- Accurately record customer information and interaction details in the CRM system.
- Meet and exceed individual and team performance targets, including call handling times and customer satisfaction scores.
- Collaborate with team members to ensure smooth operations and consistent service delivery.
- Adhere to company policies, procedures, and service standards at all times.
Required Skills
- Proven experience in a customer service or call center environment (minimum 6 months).
- Excellent verbal communication skills with a clear and articulate phone manner.
- Strong listening skills and ability to understand customer needs.
- Proficiency in using computer systems, including Microsoft Office Suite.
- Ability to multi-task, prioritize, and manage time effectively.
- Problem-solving aptitude and the ability to think quickly under pressure.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience as a reservations agent in hospitality, travel, or a related industry.
- Familiarity with CRM software and reservation management systems.
- A diploma or degree in Hospitality, Tourism, or a related field.
- Fluency in additional local languages (e.g., Yoruba, Igbo, Hausa).
Perks & Benefits
- Competitive salary package
- Health and wellness benefits
- Professional development and training opportunities
- Supportive and collaborative work environment
- Opportunity for career advancement within the industry
- Paid time off and holidays
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for this role. We look forward to reviewing your application!
