Location: Toa Payoh
Key responsibilities:
- Initiate connections with potential leads and clients by diligently following up and entering their information into our CRM system for streamlined management.
- Proactively cultivate and expand relationships with leads, ensuring systematic tracking and qualification of these connections.
- Engage in proactive follow-ups with leads to convert them into loyal customers of our brand.
- Handle all incoming inquiries from both local and international customers via phone calls.
- Develop a comprehensive understanding of our products, including room types and amenities.
- Utilize the property management system proficiently to address room availability, log special requests, and provide relevant information to customer inquiries.
- Conduct training sessions for our agent partners worldwide and support live sales efforts at the property.
- Offer consistent support and services through various communication channels such as phone calls, emails, online chatbots, and social media platforms.
- Proactively anticipate and address customer needs as they arise.
- Meet service level agreement targets regarding response and follow-up times.
- Achieve key customer service metrics, including maintaining professionalism during interactions and securing high customer satisfaction scores.
- Provide regular updates and reports to management regarding lead interactions and overall data analytics.
- Compile reports detailing customer needs, interests, issues, and valuable feedback gathered during interactions.
- Generate daily reports on room occupancy, lead inquiries, market feedback, and recommend strategies to enhance booking numbers.
- Work closely with the marketing team to understand various campaigns, promotions, and marketing channels to effectively communicate with leads.
Required skills and attributes:
- Candidates with at least 2 - 4 years of experience and proven track record in sales or customer service roles.
- Exceptional verbal, reading, written, analytical and reasoning skills are a must
- Robust interpersonal, communication and relationship skills
- Must be bilingual in English and Mandarin Chinese
- Strong Microsoft Power Point and Excel Skills desirable
- Have a customer-oriented (Anticipate and identify the needs of customers) mindset and an acumen for understanding and addressing customer needs and wants
- Experience with CRM/EDM software an advantage.
Attention to: Hailey
By submitting any application or résumé to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
We regret to inform you that only shortlisted candidates will be notified. All applications will be treated with the strictest confidence.
Elitez Pte Ltd | EA Licence: 16C8004| Hailey YANG | Registration No: R1876431
