Website Sun International
The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc… read moreated casinos, and some of the world’s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa’s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International’s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We’ve created some the world’s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa
Are you passionate about creating unforgettable customer experiences? Do you thrive in a fast-paced, service-driven environment? Then this is your chance to shine!
As a Contact Centre Agent (SVC), you will be the friendly voice behind the Sun Vacation Club brand – helping members book dream holidays, answering queries, and guiding them through exciting promotions and loyalty programmes.
Job Description
Job Purpose
The Contact Centre Agent (SVC) is responsible for handling inbound and outbound calls to (and from) the Contact Centre for SVC members; listening to guests needs, and answering queries relating to SVC membership, booking reservations, discussing exchange options, and the SVC product range and programmes in line with Company procedures and service standards, with the aim of building brand loyalty and retention, by creating great member experiences and contributing towards SVC return business.
The role will also be responsible for implementing outbound campaigns and projects as required.
Key Performance Areas
Display a knowledge and understanding of all SVC products and facilities (flexi and peak memberships, rentals, calendar, spacebank, membership details etc)
Answer inbound calls received at the Contact Centre in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
Conducting outbound calls to SVC members to assist with the understanding of the SVC product(s) upon becoming an SVC member
Provide accurate information (including SVC membership information, promotion information, functions, facilities, etc.), educating customers on SVC and resort promotions
Elicit and capture the necessary information from members/guests to complete and confirm bookings for Sun Vacation club stays in an accurate and efficient manner
Route and capture special requests on system bookings
Provide updated information in terms of system upholds (changes, additions or cancellations) as required
Send out system generated confirmation letters and allocations to members, ensuring the Operations Team is updated where necessary
Communicate information on the SVC membership benefits programme and the MVG loyalty programme, and be able to provide information to members on the current status of their rewards
Maintain relationships with members to retain and grow customer loyalty within the SVC operation
Understand and troubleshoot complaints received, escalating issues to management where necessary
Liaise with RCI regarding point exchanges on behalf of members
Pull reports from PMS and ORS – including arrivals, stats, unit allocations
Job Requirements
Education
Grade 12
3-Year Hotel School Diploma is an advantage
Experience
2-3 Years’ experience in the hospitality or service industry in a front office; reservations, switchboard, guest relations or call centre environment
Knowledge of timeshare is an advantage
Skills and Knowledge
Organising & Coordinating Resources
Collecting Information (sourcing, checking, documenting)
Creating Customer Experiences
Following Procedures
Respond with Urgency
Contextual Reasoning
Maintaining Composure
Integrating (Connecting, Relating, Collaborating)
Assuring Quality
Accommodation pricing structures
SVC Product knowledge
Reservations
Proficient MS Office skills; TSW
Working knowledge of Opera suite
Selling skills
Resort facilities knowledge
Listening
Telephone skills
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Apply via company website ( https://www.suninternational.com/ ) or