Customer Service Agent

Description

Job Summary: A customer service professional for the B Hotel, focused on addressing guest needs and exceeding their expectations with excellence and effective communication. Key Highlights: 1. Comprehensive customer service aimed at exceeding expectations. 2. Assertive communication and fluency in English for high-quality service. 3. Opportunity to work collaboratively in a unique and artistic environment. The B is a place featuring distinctive architecture that pays homage to the nation’s capital through its open spaces, pilotis, and cobogós; where furniture is of national design and Brazilian indigenous art is highlighted in the décor. Additionally, its rooftop hosts the charming Bar 16, offering a beautiful view to enjoy the daily spectacle of the Cerrado sunset. We are seeking a qualified professional to join our team as a Customer Service Agent and contribute to our company’s success. **Mission**: To serve guests during their stay at the B Hotel via telephone, WhatsApp, and email—resolving all needs including laundry, messenger services, room service, housekeeping, maintenance, wake-up calls, restaurant reservations, and any information relevant to guest comfort, satisfaction, and well-being—with the objective of exceeding their expectations. **Competencies and Skills:** * Fluency in English. * Spanish desirable. * Proficiency in Excel and Word. * Proficiency in online Google Sheets and Docs. * Assertive communication. * Clear diction. * Problem-solving skills. * Teamwork. * Delivering quality service and teamwork, satisfying or surpassing guest and colleague expectations. * Cooperating with colleagues and assisting them whenever necessary. * Handling all issues efficiently. * Providing guests with service above standard—doing whatever is possible and reasonable to satisfy or exceed their expectations. * Communicating via telephone, radio, email, and WhatsApp. * Operating hotel telephony systems according to hotel standards and demonstrating competence in using work equipment. * Promptly transferring phone calls to the appropriate extensions and departments. * Communicating effectively, clearly, courteously, and kindly with colleagues, guests, and supervisors—using polite, prompt, and precise communication during calls. * Adhering to the hotel’s security rules and policies and ensuring compliance with LGPD. * Performing other tasks to ensure quality and teamwork. * Supporting the Front Desk with operations related to guest comfort, satisfaction, and well-being, aiming to exceed customer expectations. * Staying informed about **events** and other matters pertinent to the hotel. * Studying menus for the restaurant, bars, and room service. Benefits * Salary + Performance Bonus * Medical insurance * Dental insurance * Performance bonus * Cafeteria * Life insurance