Member Experience Agent

About the Role

Join a prestigious hospitality client in Dubai as a Member Experience Agent, where you will play a vital role in elevating customer interactions and nurturing lasting relationships with program members. This position revolves around delivering exceptional service to valued guests worldwide, fostering engagement, resolving service issues, and enhancing brand loyalty through a top-tier recognition program.

Key Responsibilities

• Provide support to loyalty program members across phone, email, and chat platforms.
• Maintain and verify member account information for accuracy and integrity.
• Offer courteous, professional assistance to VIP members through various communication channels.
• Respond to inquiries, concerns, and requests regarding loyalty benefits, rewards, and account details.
• Resolve complaints promptly, adhering to performance indicators.
• Diagnose service issues, recommend optimal solutions, expedite corrections, and confirm resolution.
• Coordinate room and dining reservations and handle requests for personalized hotel experiences.
• Customize guest stays by understanding preferences, ensuring exceptional experiences.
• Inform members about program benefits, special offers, and upcoming events.
• Promote additional program features through upselling and cross-selling when appropriate.
• Collect feedback to identify improvement opportunities for the loyalty program and contact center.
• Prepare reports summarizing member interactions and trends for management review.
• Assist with loyalty program administrative duties.

Candidate Requirements

• At least 2-3 years in customer-facing roles, preferably in call centers or luxury sectors with VIP clientele.
• Strong communication and interpersonal skills.
• Proven effectiveness in issue resolution and problem-solving.
• Diligent customer service ethos with personalized VIP client support capabilities.
• Ability to manage sensitive information discreetly and professionally.
• Experience using CRM platforms, call center tools, and generating reports.
• Availability for flexible shift work.
• High attention to detail for tracking client interactions and conducting follow-ups.
• Excellent organizational and time management skills with task prioritization.
• Collaborative team player who shares best practices and supports colleagues.

Additional Information

The role is based in the United Arab Emirates and candidates available to start immediately are preferred. The contract duration stands at 12 months and is renewable. Interested applicants should submit their resumes with contact details. Applications will be reviewed within seven working days, and qualifying candidates will be contacted for further discussions about the position and next steps.