Call Centre Agent x2 posts: The Rainbow Towers Hotel

Organisation: The Rainbow Towers Hotel and ICC
Job Title: Call Centre Agent x 2
Job Type: Permanent
Location: Harare
Closing Date: 20 March 2025

Call Centre Agent x 2

The Rainbow Towers Hotel and ICC is inviting applications from suitably qualified candidates to fill the positions of Call Centre Agent. Successful candidates will be responsible for providing exceptional customer service and support while based at our prestigious location in Harare.

Reporting Structure:
The Call Centre Agent will report directly to the Customer Service Manager.

Principal Responsibilities:

Core Customer Service & Communication:

• Handle inquiries and respond to customers promptly via phone, email, and WhatsApp.
• Process and confirm bookings for accommodation, dining (Eats), groceries, and more.
• Direct customer inquiries to the relevant departments as needed.

• Assist customers with account updates, password recovery, and username retrieval.
• Share promotional specials and information about upcoming events.
• Generate quotations for various channels, including international offices.
• Take shuttle requests and coordinate with the relevant departments.

Booking & Order Processing:

• Contact clients to confirm bookings and ensure legitimacy.
• Send booking details to hotels and confirm client check-ins.

• Forward orders to regional teams while noting special requests and managing payment processes, including payment link distribution.
• Follow up on order progress and provide updates to clients.
• Make bookings on behalf of clients who encounter challenges on the website/app.

Revenue & Reporting:

• Verify client check-ins by calling hotels and updating the revenue report accordingly.
• Send daily revenue reports to the Accounts Manager and Accommodation Channel Manager.
• Assign orders to the relevant regions for third-party costing and monthly revenue capture.

Person Specification & Attributes:

• Holder of a Higher National Diploma in IT, Marketing Communication, or a related field.
• Proficiency in Microsoft Office is essential.
• Minimum of 1-2 years of relevant experience in a similar role.
• Yield management and sales skills are an added advantage.

• Ability to work with minimal supervision.
• High level of attention to detail.
• Excellent communication and interpersonal skills.

If you are passionate about delivering top-notch customer service and meet the criteria listed above, we would love to hear from you!

How to Apply:
Please send your CV and a cover letter detailing your qualifications and experience to [insert email address or application link].

Note: Only shortlisted candidates will be contacted. The Rainbow Towers Hotel and ICC is an equal opportunity employer.

Apply before: 20 March 2025! APPLY HERE.