Customer Service Agent

The Customer Service Agent acts as the first point of contact for guests, addressing inquiries, managing complaints, and gathering feedback to ensure guest satisfaction. This role plays a crucial part in maintaining the zoo’s reputation on review platforms and improving service based on guest insights.

Guest Interaction & Support

· Serve as the first point of contact for guests seeking assistance.

· Respond to inquiries in a friendly and helpful manner.

· Handle complaints and resolve issues promptly or escalate as necessary.

2. Feedback & Review Management

· Collect and document guest feedback through surveys and verbal interactions.

· Encourage positive reviews on platforms like Google, TripAdvisor, and social media.

· Monitor review platforms and compile weekly performance summaries.

3. Reporting & Coordination

· Document complaints and suggestions in a structured format.

· Coordinate with relevant departments to follow up on issues.

· Support guest recovery efforts for dissatisfied visitors.

4. Standards & Representation

· Maintain grooming and behavior standards aligned with brand image.

· Represent the zoo professionally in all guest interactions.

Requirements

Education:

· High school diploma or equivalent. Diploma in Hospitality or Communication is a plus.

Skills:

· Strong verbal and written communication skills.

· Proficiency in English; additional languages are an advantage.

· Empathy and patience when dealing with customer concerns.

· Basic computer and mobile application proficiency.

· 1–2 years in customer service, hospitality, or guest relations.

· Familiar with guest feedback tools and survey collection apps.

· Comfortable using email, spreadsheets, and review tracking platforms.

· Friendly, calm, and approachable demeanor.

· Professionalism and high emotional intelligence.

· Problem-solving mindset with attention to guest satisfaction.