Customer Service Representative – Front/Back Office

About the role

We are looking for a customer‑focused Customer Support Coordinator to handle conference and group enquiries for our hotel portfolio. The role combines front‑office voice interactions with back‑office administrative tasks, ensuring seamless communication with clients and internal teams while meeting SLA standards.

Key responsibilities

• Answer inbound calls and manage conference meeting‑room enquiries.
• Provide property, location and product information via phone and email.
• Issue contracts, chase remittances, process payment claims and enter rooming lists.
• Hand over correspondence according to SLA requirements.
• Liaise with Hotel Revenue and Sales teams to maximise enquiry conversion and identify sales leads.
• Escalate queries or complaints appropriately to protect the customer experience.
• Handle group enquiries and multitask between voice and non‑voice channels.

Required profile

• Excellent communication and interpersonal skills.
• Fluent in spoken and written English.
• Previous experience in customer service or support is an advantage.
• Willingness to work full‑time from the office.
• Availability for shifts: 09:00–18:00, 10:00–19:00 or 10:30‑19:30.
• Friendly, customer‑oriented attitude and eagerness to develop skills.

Required skills