About Company
Beachcomber Resorts & Hotels, a pioneer in the Mauritian hospitality industry, boasts a legacy of excellence spanning over 90 years. With a collection of exquisite resorts nestled in breathtaking locations across Mauritius, we are dedicated to crafting unforgettable experiences for our guests. Our commitment to unparalleled service, genuine warmth, and sustainable practices has established us as a leading name in luxury travel. We believe that our people are at the heart of our success, and we foster a vibrant, supportive, and dynamic work environment where every team member is empowered to grow and excel. Joining Beachcomber means becoming part of a family that values passion, integrity, and a shared dedication to creating magic for our guests, one interaction at a time. We are an equal opportunity employer, committed to diversity and inclusion.
Job Description
Are you a natural communicator with a passion for exceptional customer service? Beachcomber Resorts & Hotels is seeking enthusiastic and dedicated Call Center Agents to join our dynamic team in Mahebourg. In this pivotal role, you will be the welcoming voice of our brand, serving as the first point of contact for guests and partners, providing them with impeccable service and support. This role involves managing both inbound and outbound communications, ensuring every interaction reflects the high standards of Beachcomber hospitality. You will assist with reservations, answer inquiries, resolve issues, and proactively engage with customers to enhance their experience.
We are looking for individuals who thrive in a fast-paced environment, possess excellent problem-solving skills, and have a genuine desire to make a positive impact. You will be responsible for maintaining detailed records, adhering to communication guidelines, and working collaboratively with various departments to ensure seamless service delivery. This is more than just a call center role; it’s an opportunity to shape guest perceptions, contribute to their dream holidays, and grow your career within a globally renowned hospitality group. If you are empathetic, articulate, and eager to contribute to a team that consistently delivers five-star service, we encourage you to apply. Full training will be provided to ensure you are well-equipped to uphold our brand’s reputation for excellence.
Key Responsibilities
- Manage a high volume of inbound and outbound calls, emails, and chat inquiries with professionalism and efficiency.
- Provide accurate information regarding hotel amenities, services, rates, promotions, and reservation policies.
- Assist guests with new reservations, modifications, and cancellations, ensuring precise data entry into reservation systems.
- Proactively identify and address customer needs, resolving complaints and issues to ensure guest satisfaction.
- Maintain a comprehensive understanding of all Beachcomber properties, offerings, and special packages.
- Document all customer interactions and transactions accurately in the CRM system.
- Collaborate with other departments (e.g., Sales, Marketing, Front Office) to facilitate smooth operations and guest experiences.
- Adhere to company policies, procedures, and service standards at all times.
- Participate in ongoing training and development programs to enhance skills and knowledge.
- Engage in upselling and cross-selling relevant services and amenities where appropriate.
- Conduct follow-up calls or emails to ensure guest satisfaction and address any pending issues.
Required Skills
- Excellent verbal and written communication skills in English and French.
- Strong active listening and comprehension abilities.
- Exceptional problem-solving and conflict resolution skills.
- Proficiency in basic computer applications and ability to learn new software quickly.
- High level of empathy, patience, and a customer-centric attitude.
- Ability to work effectively under pressure in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Ability to work collaboratively as part of a team.
Preferred Qualifications
- Previous experience (6+ months) in a call center, customer service, or hospitality role.
- Familiarity with CRM software and reservation systems.
- Knowledge of an additional language (e.g., German, Italian, Mandarin).
- A diploma or certificate in Hospitality, Tourism, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive medical insurance plan.
- Transport allowance.
- Staff meals provided.
- Extensive training and professional development opportunities.
- Opportunities for career advancement within a leading hospitality group.
- Employee discounts on hotel stays and F&B across Beachcomber properties.
- A supportive and dynamic work environment.
- Participation in various employee wellness programs.
How to Apply
Click on the application link below to visit our careers page. Please search for ‘Call Center Agent’ or similar customer service roles and follow the instructions to submit your application online.