Customer Service Agent

The Customer Service Agent acts as the first point of contact for guests, addressing inquiries, managing complaints, and gathering feedback to ensure guest satisfaction. This role plays a crucial part in maintaining the zoo’s reputation on review platforms and improving service based on guest insights. Guest Interaction & Support · Serve as the first point of contact for guests seeking assistance. · Respond to inquiries in a friendly and helpful manner. · Handle complaints and resolve issues promptly or escalate as necessary. 2. Feedback & Review Management · Collect and document guest feedback through surveys and verbal interactions. · Encourage positive reviews on platforms like Google, TripAdvisor, and social media. · Monitor review platforms and compile weekly performance summaries. 3. Reporting & Coordination · Document complaints and suggestions in a structured format. · Coordinate with relevant departments to follow up on issues. · Support guest recovery efforts for dissatisfied visitors. 4. Standards & Representation · Maintain grooming and behavior standards aligned with brand image. · Represent the zoo professionally in all guest interactions. Adhere to privacy and data protection guidelines when collecting feedback. Requirements Education: · High school diploma or equivalent. Diploma in Hospitality or Communication is a plus. Skills: · Strong verbal and written communication skills. · Proficiency in English; additional languages are an advantage. · Empathy and patience when dealing with customer concerns. · Basic computer and mobile application proficiency. · 1–2 years in customer service, hospitality, or guest relations. Experience in handling complaints and collecting service feedback. · Familiar with guest feedback tools and survey collection apps. · Comfortable using email, spreadsheets, and review tracking platforms. Basic reporting and presentation skills for guest feedback analysis. · Friendly, calm, and approachable demeanor. · Professionalism and high emotional intelligence. · Problem-solving mindset with attention to guest satisfaction. Ability to manage stressful situations with poise.