Frontline Customer Support Agent with English and Spanish
1 zi în urmă

Preferred Qualifications

Frontline Customer Support Agent – English plus Spanish


- Qualification in Hotel Management or related discipline

- 1-2 Years experience in hospitality or technical support sector

- Database knowledge

- Internet troubleshooting skills

- knowledge of Windows 7/8/10

- Excellent communicator with strong time management and prioritisation skills

- Ability to work under pressure and multi-task

- Strong analytical skills

- Maturity to deal and communicate with Senior Managers and Customers

- Availability to work in shifts and during weekends

- Previous experience of Micros Fidelio Products would be advantageous

- Advanced level of English and German or Spanish is mandatory


- Answer high volume of support calls for Property Management Systems (Opera, Suite8, BART) or Point of Sales (Simphony, RES products) in a timely manner

- Create new cases and update existing cases in our customer database

- Provide solution to customer or pass case to relevant resolution group

- Triage incidents with a view to applying known fixes

- Meet and aim to exceed monthly individual and company targets set by Management

- Manage escalations in accordance with company procedures and service Levels

- Troubleshoot, diagnose and resolve fault at time of answering where possible

- Communicate with customers regularly regarding case progress and updates

- Follow up with third party suppliers regarding the progress of any open calls

*the job involves various shifts (starting 9:00, 15:00 or 18:00) and 1 day/weekend/month

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