Customer Service Agent

Job Description

The Customer Service Agent serves as a primary point of contact for customers before, during, and after their Club Med experience. The position focuses on responding to inquiries, resolving customer issues, and providing accurate information about bookings, services, and resort facilities. The agent is expected to maintain a professional and friendly approach while handling multiple customer interactions. The role contributes directly to customer satisfaction, loyalty, and the overall quality of the guest experience.

Key Responsibilities:

Respond to customer inquiries through phone, email, chat, or other communication channels.
Provide accurate information regarding reservations, packages, services, and resort facilities.
Assist customers with booking modifications, cancellations, and service requests.
Investigate customer complaints and provide appropriate solutions.
Record customer interactions and update relevant systems accurately.
Follow established customer service procedures and quality standards.
Coordinate with reservations, resort operations, and other departments to resolve issues.
Identify recurring customer problems and communicate them to management.
Maintain a professional, patient, and positive approach during customer interactions.
Follow up on unresolved cases to ensure customer satisfaction.