Customer Service Executive – Call Centre Representative

About the role

We are seeking a warm and customer‑focused individual to join our call centre team. As the first point of contact for Criniti’s guests, you will handle incoming calls, assist with reservations, answer questions, and provide helpful information. Your goal is to make every caller feel welcome, valued, and supported.

Key responsibilities

• Answer incoming calls promptly with warmth, clarity, and professionalism while handling enquiries across calls, emails, and WhatsApp, including booking and reservation requests.
• Monitor and respond to email and WhatsApp enquiries, ensuring no messages or complaints are overlooked.
• Provide detailed information about products and services, actively listening to guests’ needs and personalising the experience whenever possible.
• Address customer inquiries and resolve issues or concerns in a timely manner.
• Guide guests confidently on offerings, venue details, and reservation terms.
• Escalate complex complaints or issues to the appropriate department or personnel as needed.
• Maintain exceptional customer service standards during every interaction and contribute positively to team culture and performance.

Required profile

• Prior experience in a call centre or customer service environment.
• Strong verbal communication and phone etiquette.
• Availability to work flexible hours, including late night, early morning, and weekends.
• Proficiency in basic computer applications such as web applications, Microsoft Office, and CRM tools.
• Immediate joiner preferred.

Required skills

• Microsoft Office
• CRM tools
• Web applications