Customer Service Representative

About the role

As a Customer Service Representative you will be the first point of contact for guests of a major U.S. hotel group, assisting them before, during, and after their stay. The role focuses on handling inbound calls, resolving reservation issues, and ensuring each guest feels valued and well‑taken‑care of.

Key responsibilities

• Answer inbound guest calls and aim to resolve inquiries on the first contact.
• Accurately amend, confirm, or cancel reservations.
• Explain rates, policies, and booking inclusions clearly.
• Own problems through to resolution rather than escalating.
• Record all interactions precisely in the system.
• Stay informed about hotel features, local attractions, and seasonal information.
• Address guest questions and concerns with empathy and a solutions‑driven approach.
• Adhere to call quality standards and compliance guidelines.
• Participate in ongoing coaching and performance reviews.

Required profile

• Advanced spoken and written English (assessment required).
• Completed secondary education.
• At least one year of customer service experience.
• Excellent verbal communication and active listening skills.
• Ability to navigate multiple computer systems while speaking with guests.
• Flexibility to work evenings, weekends, and holidays as needed.

Required skills

What we offer

• Growth/performance bonus linked to quality and productivity.
• Ongoing coaching and a clear career progression path within Dash BPO.