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, Trip Advisor, 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.