Paiza Services Executive (Call Centre)

Job Summary

Handle and assist Paiza guests via internal/ external incoming calls and emails of the hotel and general inquiries hotline.

Job Responsibilities

• Attending to casino Patrons’ and internal stakeholders’ enquiries, requests and feedback through emails and/or calls ensuring that their needs are attended to timely and professionally.
• Follow up on outstanding enquiries, requests and feedback with Patrons and internal stakeholders.
• Confirm and process reservation requests for rooms, flights, transfers, attractions, restaurants and limousines, as required by Patrons and internal stakeholders.
• Registration of Patrons for casino events, tournaments and promotions.
• Process redemption of casino offers such as room, birthday and other promotions.
• Ensure that Patrons’ information, preferences and tier entitlements have been maintained and recorded accurately.
• Assist with the creation of casino programs.
• Assist retailers with manual adjustment of Destination Dollars (i.e. earnings and redemptions) and Sands Dollars (i.e. redemptions only).
• Work closely with the Sales Teams, International Marketing Operations, Player Development Operations, Hotel and VIP Services to ensure all arrangements have been made to meet Patrons’ requirements while maintaining the highest level of customer service.
• Help maximize room revenue by up-selling higher room categories to Patrons.
• Escalate to Supervisor all incidents and issues/matters which require further clarification(s) during the shift.
• Deliver professional, prompt and high-quality service experience to Patrons and internal stakeholders over the phone and email while maintaining Marina Bay Sands’ standards and departmental KPIs.
• Review and enhance processes and procedures to ensure efficiency of the operations.
• Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance with the respective local laws and regulations.
• Perform all other ad hoc duties as and when required.

Job Requirements

Education & Certification

• Diploma or higher qualification in Hospitality, Business, Marketing or any related disciplines.

Experience

• Prior experience in Call Center or Customer Service role preferred.
• Candidates with no relevant work experience are welcome to apply.

Other Prerequisites

• Excellent verbal, written and interpersonal communication skills and telephone etiquette.
• Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays.
• Able to communicate confidently in Mandarin, with at least intermediate proficiency in English, to effectively engage with Mandarin-speaking guests. Other Asian dialects or languages will be viewed favorably.
• Competent in Outlook and Microsoft Office program (Word, Excel, PowerPoint)

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.