Recruiting Customer Hotline Operator for a 5-star resort hotel in Macao

Topics: Employment, Customer service, Customer Pages: 17 (5359 words) Published: October 12, 2013

MGMT 312
Human Resources Management
Term Project

Recruiting Customer Hotline Operator for a 5-star resort hotel in Macao

Collecting Job Analysis information: Interview
The information use as job analysis about the job duties and requirement are collected through interview job incumbents and supervisors. As long as to learn and understand the practices in reality and necessary human traits to that particular position. To form a structured interview with a checklist of questions that related to the requirements on performance and abilities to the groups of existing employee in the entire department as a group. At the same time, the supervisors within the same department have to be provided the knowledge from their understanding of the requiring position, as the sources for job analysis. Information collected for Job Analysis (interview checklist): What are the actual work activities of the job?

Employee working in this position is going to solve enquiries of our guest and potential clients. Dueling with complaints and transfer to related department according to the immediacy of such conditions, in order to establish intimate relationship between clients and out company and contribute to communication between departments and make concerted efforts. Collaborate with different department to accomplish the duty of alarming when special action assigned and provide emergency services and help in such saturation whenever possible. What are the human behaviors required in job?

Candidates must have excellent interpersonal and communication skills, capable to work with all levels of people. Problem solving and dealing with complaints, familiar with polite language speaking. What kind of Machines, tools, equipment will use in job?

Simple PC operation and English and Chinese character processing. New operators are taught how to use the phone equipment, keep records of calls. Log book to record special cases that need to report to supervisor. What is the standard of job performance?

Quality output levels measures by fulfilling the greeting standard, feedback from customer and accomplishment of daily procedures. The physical working conditions and work schedule
Physical working condition is an opening office. 24-hours shift duty(include night shift duty) with 9 hour per day and 5 days per week including Sundays & Public Holidays. What are the job’s human requirements?

A high school diploma or its equivalent is the minimum requirement. Courses in speech, office practices provide a helpful background for persons interested in this occupation. Patience, courtesy and good verbal communications skills is need.

JOB TITLE:Customer Hotline Operator
EMPLOYMENT TERM:Full-Time (Permanent)
REPORTS TO:Customer Service OfficerSALARY:MOP 11000
JOB FAMILIES: House Keeping & ConciergeLOCATION:Macao
DEPARTMENT:Customer Service DATE:Nov 2012
The person in this position is responsible for handling incoming telephone enquiries and complaints in a courteous customer service manner, and execution of company policy and procedures. In addition, the individual in this position will be responsible for reporting customers’ feedback and discontentment observed in the assigned territory RESPONSIBILIIES AND DUTIES:

Handle customer service hotline and provide first level of support Listen, probe and question in order to clarify and understand customer needs and keep records of calls Remain up-to-date with the latest information that impacts the delivery of service to the customers and provide accurate information promptly to customers Resolve customer queries efficiently and escalate problems promptly Follow-up on outstanding cases perform call back to customers if necessary Work as a team and ensure the service level is met

Ad-hoc projects as assigned
Related work experience
Prior contact center or...
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