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, TripAdvisor, 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.

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.

·         Familiar with guest feedback tools and survey
collection apps.

·         Comfortable using email, spreadsheets, and
review tracking platforms.

·         Friendly, calm, and approachable demeanor.

·         Professionalism and high emotional intelligence.

·         Problem-solving mindset with attention to guest
satisfaction.