Customer Service Agent - Emirati Talent

About the Role

We are seeking an enthusiastic and results-oriented Customer Service Agent to join the Loyalty Programme team at Rotana Hotels in Abu Dhabi. This role goes beyond traditional customer service by placing you at the core of the Rotana Rewards experience. You will engage with existing and potential members, promoting the loyalty programme while creating memorable and impactful customer interactions.

Key Responsibilities

• Serve as the initial point of contact for both members and prospects, delivering accurate and courteous assistance.
• Confidently promote the Rotana Rewards programme through consultative sales interactions.
• Achieve or surpass daily sales targets, including delivering presentations and securing confirmed memberships.
• Develop strong relationships by understanding customer requirements and providing appropriate guidance.
• Handle inquiries, objections, and questions professionally and confidently.
• Ensure prompt response to every call and uphold consistently high standards of customer service and etiquette.
• Stay informed about Rotana promotions, special events, facilities, and experiences across all properties.
• Accurately maintain customer and sales records while ensuring member data confidentiality.
• Acquire extensive knowledge about Rotana destinations, competitive landscape, and the hospitality industry.
• Proficiently utilize Rotana’s systems and digital tools, including the website, online booking platforms, Microsoft Office, and Outlook.
• Collaborate closely with the Rotana Rewards team to meet programme goals and maintain smooth daily operations.

Qualifications and Experience

• Ideally holds a college diploma with relevant prior work experience.
• Fluency in English is essential; proficiency in Arabic is an added advantage.
• Familiarity with IT systems such as Amateo (Customer Relationship Management), Microsoft Office, and Outlook is preferred.

Desired Attributes and Competencies

• Customer-focused with a proactive, driven, and focused approach.
• Outgoing, charismatic, and approachable personality.
• Ability to work independently while consistently promoting brand image and market presence.
• Strong team player with a structured, goal-oriented work philosophy.
• Understanding of hotel operations, effective communication, business planning, supervision, appreciation of diversity, teamwork, adaptability, customer focus, and a strong drive for results.