Agent, Business Process

REQ12723 Agent, Business Process (Open)

POSITION SUMMARY:

The Agent, Business Process will be responsible for contacting current and potential customers to visit City of Dreams Mediterranean by offering a variety of marketing offers and complimentary. This position is responsible for achieving revenue targets through Key Performance Indicators set forth by the Senior Manager, Revenue Optimisation & Business Risk. Reporting directly to the Senior Manager, Revenue Optimisation & Business Risk, the Agent will perform calls to promote the Company’s offerings and securing bookings through outbound call efforts.

PRIMARY RESPONSIBILITIES:

• Conduct outbound calls to prospective customers to promote the various amenities and services offered by the Casino Resort.
• Promote complimentary stay offers from various promotional campaigns, ensuring accurate handling and timely communication with the customers.
• Work towards achieving individual and team targets (KPIs) set by the Senior Manager, Revenue Optimisation & Business Risk.
• Must be able to follow scripts and respond to objections in a natural and persuasive manner.
• Respond to incoming business opportunities in a timely manner as set by the Manager.
• Effectively communicate customer’s needs and challenges to line manager to ensure appropriate services are being offered and challenges are overcome.
• Effectively develop relationships to strengthen and expand customer base. Utilize persuasive communication skills to effectively convey the value proposition and benefits of choosing the COD.
• Establish client rapport, entertains qualified potential clients in accordance with the SOPs.
• Ensures the provision of professional and timely service to the customers, while maintaining a current knowledge of the City of Dreams Mediterranean (COD), C2Casinos, facilities and promotions.
• Ensures all duties are performed in strict compliance with relevant policies and procedures set by the Cyprus Gaming Commission and Casino Marketing Department operating procedures.
• Adhere to strict confidentiality protocols to safeguard the customers’ data and information from unauthorized access or disclosure.
• Ensures that constructive and productive working relationships as well as the timely and accurate dissemination of information is maintained with all other departments of COD Mediterranean and C2Casinos.
• Performs ad hoc tasks as required by the line manager.
• From time to time, management may change certain tasks based on synergies due to business requirements and operational changes

JOB REQUIREMENTS:

• Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays.
• Flexible and accommodating as this may require extra hours out of working schedule.

KEY PERFORMANCE INDICATORS:

• Volume of calls made, reflecting their activity level
• Customer retention rate
• Revenue generated
• Time management

QUALIFICATIONS:

Education

• Graduate of high school or Diploma level.

Experience

• Experience in call centre, customer support, hospitality, forex, or any other industry will be considered an advantage.

Skills / Competencies

• Ability to speak and write both Greek and English fluently.
• Any other language such us: Hebrew, Arabic will be considered an advantage.
• Possesses computer skills such as Excel, Word, PowerPoint, Outlook, etc.

PERSONAL COMPETENCIES:

• Displays a high level of Customer Service
• Excellent communication skills, both verbal and written, with the ability to engage customers and build rapport over the phone
• Excellent telephone selling skills
• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results
• Ability to maintain discretion
• Self-motivated
• Approachable

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