46 On Call jobs in Malaysia

This job involves making calls to customers, sharing products, and collecting feedback. You might enjoy this role because you'll help customers, meet targets, and work with a supportive team while providing excellent service every day!

• Conduct outbound calls to potential and existing customers, introduce products/services, and gather feedback.
• Achieve booking targets while maintaining high-quality communication and customer satisfaction.
• Follow communication protocols, operational guidelines, and company policies to ensure consistent service standards.
• Schedule or reschedule appointments based on customer requests.
• Update customer records in systems and handle objections professionally.
• Collaborate with internal teams and ensure compliance with company policies and data protection standards.
• Perform additional duties and ad-hoc assignments as directed by management to support operational needs.

Job Requirements

• Excellent proficiency in English and Mandarin is a MUST, in both verbal and written communication.
• Ability to handle high-stress situations with patience and professionalism.
• Strong problem-solving and critical thinking skills.
• High customer service orientation.
• Team player capable of working well within a large team.
• Versatile and adaptable.
• Preferred at least 1 year of experience in a Call Centre/Contact Centre environment.
• Knowledge of medical and/or health insurance is an advantage.

Hiredly X, the headhunting team of Hiredly, makes headhunting accessible and affordable for every employer. We help employers screen and source the best candidates through exclusive access to our job portal database. Assisted by AI, we make the headhunting process fast and accurate, enabling us to be competitive with our fees. #J-18808-Ljbffr

This job involves making calls to customers, sharing products, and collecting feedback. You might enjoy this role because you'll help customers, meet targets, and work with a supportive team while providing excellent service every day! Conduct outbound calls to potential and existing customers, introduce products/services, and gather feedback. Achieve booking targets while maintaining high-quality communication and customer satisfaction. Follow communication protocols, operational guidelines, and company policies to ensure consistent service standards. Schedule or reschedule appointments based on customer requests. Update customer records in systems and handle objections professionally. Collaborate with internal teams and ensure compliance with company policies and data protection standards. Perform additional duties and ad-hoc assignments as directed by management to support operational needs. Job Requirements

Excellent proficiency in English and Mandarin is a MUST, in both verbal and written communication. Ability to handle high-stress situations with patience and professionalism. Strong problem-solving and critical thinking skills. High customer service orientation. Team player capable of working well within a large team. Versatile and adaptable. Preferred at least 1 year of experience in a Call Centre/Contact Centre environment. Knowledge of medical and/or health insurance is an advantage. Hiredly X, the headhunting team of Hiredly, makes headhunting accessible and affordable for every employer. We help employers screen and source the best candidates through exclusive access to our job portal database. Assisted by AI, we make the headhunting process fast and accurate, enabling us to be competitive with our fees. #J-18808-Ljbffr

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Magic Call Centre Agent organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.

What will I be doing?

As the Magic Call Centre Agent, you will be responsible for performing the following tasks to the highest standards:

• Actively seeking verbal feedback from customers and team members at every opportunity.

• Agree on and implement actions to make improvements to customer service.

• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

• Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.

• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.

• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.

• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.

• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.

• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.

• Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.

• Be proactive towards customers, assisting them with any reasonable requests.

• Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.

• Familiar with operating the telephone, FCS, OnQ PM and Micros system.

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

• Take on an active role in the Guest Service Centre.

• Describe, assign and delegate duties and authority for the operation of the department at all times.

• Understand the situation in other departments and their implications for your own department.

• Plan ahead and ensure adequate resources are available.

• Coordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow-up procedures are maintained.

• Communicate effectively with F&B and Kitchen teams to ensure in-room dining’s quality and effectiveness.

• Ensure that the shift is reviewed, handovers and briefings are carried out.

• Maintain in-depth technical knowledge and skills required for the job.

• Maintain guest histories to assist with returning guests.

• Attend and participate in regular operational and hotel meetings.

• Carry out any other reasonable duties and responsibilities as requested by the Communication Supervisor.

• Understand the goals of the hotel and the department’s role in achieving it, communicating these goals to the team and getting members of the team to work cooperatively with others.

• Keep up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.

• Be aware of potential highs and lows in the business.

• Create an environment where “everyone sells”.

• Forecasting potential costs.

• Following company control procedures, controlling costs without compromising standards.

• Understand the quantity and quality of people needed to operate the department.

• Regularly review individual and team performance against objectives and provide feedback.

• Participate in annual appraisals in accordance with legal and hotel guidelines and identify individual training needs.

• Understand relevant Health & Safety legislations and their implications on the operation of the department, communicating to the team their responsibilities within Health & Safety.

• Ensure that safe and healthy working practices are implemented at all times.

• Maintain personal presentation to hotel and Hilton standards.

• Ensure that all reporting and servicing deadlines are met on a timely basis.

• Adhere to the hotel’s security and emergency policies and procedures.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Magic Call Centre Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.

• Understand basic spoken English to meet business needs.

• Maintain a high customer service focus by approaching your job with the customers always in mind.

• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.

• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.

• Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.

• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.

• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.

• Good organization and coordination skills.

• Strong sense of responsibility and self-motivation.

• Patient and responsible to solve all problems.

• Able to maintain excellent relations with team members.

• Able to work under great physical and mental pressure.

• Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.

• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

• Familiar with computer systems preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job: Guest Services, Operations, and Front Office

Title: Magic Call Centre Agent

Location: null

Requisition ID: HOT0BBPY

EOE/AA/Disabled/Veterans

#J-18808-Ljbffr

Telecontinent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Telecontinent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

1 day ago Be among the first 25 applicants

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This range is provided by Telecontinent. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Responsibility

• Assist the Operations Manager in overseeing daily operations and ensuring team performance.
• Supervise a team of Malaysia, Singapore and Hong Kong to drive productivity and performance.
• Monitor KPIs, including monthly targets, quality evaluations, attendance, and punctuality.
• Coach, motivate, and mentor team members to exceed performance expectations.
• Handle escalated inquiries and resolve issues quickly and effectively.
• Ensure adherence to company policies, processes, and service standards. Track and manage team attendance and work schedules to ensure efficiency.
• Collaborate with multiple departments to enhance performance, training, and reporting.
• Conduct performance reviews and implement improvement plans for staff.
• Generate daily reports and ensure accurate tracking of team progress.
  
  

Job Requirements

• Open for Malaysian citizen.
• Demonstrated fluency in both spoken and written English, Mandarin due to market served.
• Immediate commencement is highly desirable.
• Minimum Diploma, Degree, or equivalent qualification in any field.
• At least 3 year of experienced in the BPO contact centre industry, preferably in telemarketing, customer service OR lead generation.
• Strong supervision, coaching, leadership, and people management skills.
• Critical thinking, analytical skills, and problem-solving abilities.
• Ability to multitask and work independently with minimal supervision.
• Proficiency in Microsoft PowerPoint and Excel.
  
  

Job Benefits

• Remuneration package: - Basic: up to RM4500 - KPI allowance: up to RM1500 (Based performance) *Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
• Annual salary increment & performance bonus
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered
• Working hours: - 8 working hour, 2 days off - - No midnight shift 5 working days *Note: Working hours are subject to change based on business and operational requirements.
• External training will be provided and potential career progression opportunities
• Working location: Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur. Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries Outsourcing and Offshoring Consulting

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With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions oftravellerswho stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Magic Call Centre Agent organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.

What will I be doing?

As the Magic Call Centre Agent, you will be responsible for performing the following tasks to the highest standards:

• Actively seeking verbal feedback from customers and team members at every opportunity.

• Agree on and implement actions to make improvements to customer service.

• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.

• Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.

• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor.

• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.

• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.

• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.

• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.

• Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.

• Be proactive towards customers, assisting them with any reasonable requests.

• Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.

• Familiar with operating the telephone, FCS,OnQPM and Micros system.

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

• Take on an active role in the Guest Service Centre.

• Describe,assign and delegate duties and authority for the operation of the department at all times.

• Understand the situation in other departments and their implications for your own department.

• Plan aheadand ensure adequate resources are available.

• Coordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow-up procedures are maintained.

• Communicate effectively with F&B and Kitchen teams to ensure in-room dining’s quality and effectiveness.

• Ensure that the shift is reviewed, handovers and briefings are carried out.

• Maintain in-depth technical knowledge and skills required for the job.

• Maintain guest histories to assist with returning guests.

• Attend and participate in regular operational and hotel meetings.

• Carry out any other reasonable duties and responsibilities as requested by the Communication Supervisor.

• Understand the goals of the hotel and the department’s role in achieving it, communicating these goals to the team and getting members of the team to work cooperatively with others.

• Keep up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.

• Be aware of potential highs and lows in the business.

• Create an environment where “everyone sells”.

• Forecasting potential costs.

• Following company control procedures, controlling costs without compromising standards.

• Understand the quantity and quality of people needed to operate the department.

• Regularly review individual and team performance against objectives and provide feedback.

• Participate in annual appraisals in accordance with legal and hotel guidelines and identify individual training needs.

• Understand relevant Health & Safety legislations and their implications on the operation of the department, communicating to the team their responsibilities within Health & Safety.

• Ensure that safe and healthy working practicesareimplemented at all times.

• Maintain personal presentation to hotel and Hilton standards.

• Ensure that all reporting and servicing deadlines are met on a timely basis.

• Adhere to the hotel’s security and emergency policies and procedures.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Magic Call Centre Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.

• Understand basic spoken English to meet business needs.

• Maintain a high customer service focus by approaching your job with the customers always in mind.

• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.

• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledgein order toimprove personal performance.

• Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.

• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.

• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.

• Good organization and coordination skills.

• Strong sense of responsibility and self-motivation.

• Patient and responsible to solve all problems.

• Able to maintain excellent relations with team members.

• Able to work under great physical and mental pressure.

• Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.

• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

• Familiar with computer systems preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisuretravellersthe finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

#J-18808-Ljbffr

**Additional Information**
**Job Number** 25137914
**Job Category** Rooms & Guest Services Operations
**Location** Sheraton Kota Kinabalu, Jalan Albert Kwok, Kota Kinabalu, Malaysia, Malaysia, 88000VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Verifies guest and employee satisfaction and maximizes the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
**CORE WORK ACTIVITIES**
**Supporting Management of Front Desk Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Verifies employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
**Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals**
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Verifies compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
**Additional Responsibilities**
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre- and post-convention meetings to the Front Office staff.
- Participates in department meetings.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Magic Call Centre Agent organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures.
**What will I be doing?**
As the Magic Call Centre Agent, you will be responsible for performing the following tasks to the highest standards:
- Actively seeking verbal feedback from customers and team members at every opportunity.
- Agree on and implement actions to make improvements to customer service.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate.
- Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
- Positively deal with and learn from customers' complaints and comments with follow-up and feedback to the Communication Supervisor.
- Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
- Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
- Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
- Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
- Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.
- Be proactive towards customers, assisting them with any reasonable requests.
- Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards.
- Familiar with operating the telephone, FCS, OnQ PM and Micros system.
- Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
- Take on an active role in the Guest Service Centre.
- Describe, assign and delegate duties and authority for the operation of the department at all times.
- Understand the situation in other departments and their implications for your own department.
- Plan ahead and ensure adequate resources are available.
- Coordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow-up procedures are maintained.
- Communicate effectively with F&B and Kitchen teams to ensure in-room dining's quality and effectiveness.
- Ensure that the shift is reviewed, handovers and briefings are carried out.
- Maintain in-depth technical knowledge and skills required for the job.
- Maintain guest histories to assist with returning guests.
- Attend and participate in regular operational and hotel meetings.
- Carry out any other reasonable duties and responsibilities as requested by the Communication Supervisor.
- Understand the goals of the hotel and the department's role in achieving it, communicating these goals to the team and getting members of the team to work cooperatively with others.
- Keep up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars.
- Be aware of potential highs and lows in the business.
- Create an environment where "everyone sells".
- Forecasting potential costs.
- Following company control procedures, controlling costs without compromising standards.
- Understand the quantity and quality of people needed to operate the department.
- Regularly review individual and team performance against objectives and provide feedback.
- Participate in annual appraisals in accordance with legal and hotel guidelines and identify individual training needs.
- Understand relevant Health & Safety legislations and their implications on the operation of the department, communicating to the team their responsibilities within Health & Safety.
- Ensure that safe and healthy working practices are implemented at all times.
- Maintain personal presentation to hotel and Hilton standards.
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Adhere to the hotel's security and emergency policies and procedures.
- Carry out any other reasonable duties and responsibilities as assigned.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
**What are we looking for?**
A Magic Call Centre Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
- Understand basic spoken English to meet business needs.
- Maintain a high customer service focus by approaching your job with the customers always in mind.
- Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.
- Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.
- Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
- Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
- Good organization and coordination skills.
- Strong sense of responsibility and self-motivation.
- Patient and responsible to solve all problems.
- Able to maintain excellent relations with team members.
- Able to work under great physical and mental pressure.
- Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.
- Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
- Familiar with computer systems preferred.
**What will it be like to work for Hilton?**
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
**Job:** _Guest Services, Operations, and Front Office_
**Title:** _Magic Call Centre Agent_
**Location:** _null_
**Requisition ID:** _HOT0BBPY_
**EOE/AA/Disabled/Veterans**

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions oftravellerswho stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. The Magic Call Centre Agent organizes and coordinates services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and the hotel policies and procedures. What will I be doing? As the Magic Call Centre Agent, you will be responsible for performing the following tasks to the highest standards: • Actively seeking verbal feedback from customers and team members at every opportunity. • Agree on and implement actions to make improvements to customer service. • Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. • Handle complaints promptly and efficiently, taking the necessary action and informing the Guest Service Manager to follow-up where appropriate. • Follow-up with guests to ensure satisfaction with problem resolution (service recovery). • Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Communication Supervisor. • Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day. • Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary. • Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel. • Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel. • Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner. • Be proactive towards customers, assisting them with any reasonable requests. • Knowledgeable of Hilton departmental standards, ensuring consistency of standards throughout the operation by adhering to Hilton brand standards. • Familiar with operating the telephone, FCS,OnQPM and Micros system. • Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest. • Take on an active role in the Guest Service Centre. • Describe,assign and delegate duties and authority for the operation of the department at all times. • Understand the situation in other departments and their implications for your own department. • Plan aheadand ensure adequate resources are available. • Coordinate with the Housekeeping and Engineering departments to ensure cleaning is followed up, ensuring that follow-up procedures are maintained. • Communicate effectively with F&B and Kitchen teams to ensure in-room dining’s quality and effectiveness. • Ensure that the shift is reviewed, handovers and briefings are carried out. • Maintain in-depth technical knowledge and skills required for the job. • Maintain guest histories to assist with returning guests. • Attend and participate in regular operational and hotel meetings. • Carry out any other reasonable duties and responsibilities as requested by the Communication Supervisor. • Understand the goals of the hotel and the department’s role in achieving it, communicating these goals to the team and getting members of the team to work cooperatively with others. • Keep up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurants and bars. • Be aware of potential highs and lows in the business. • Create an environment where “everyone sells”. • Forecasting potential costs. • Following company control procedures, controlling costs without compromising standards. • Understand the quantity and quality of people needed to operate the department. • Regularly review individual and team performance against objectives and provide feedback. • Participate in annual appraisals in accordance with legal and hotel guidelines and identify individual training needs. • Understand relevant Health & Safety legislations and their implications on the operation of the department, communicating to the team their responsibilities within Health & Safety. • Ensure that safe and healthy working practicesareimplemented at all times. • Maintain personal presentation to hotel and Hilton standards. • Ensure that all reporting and servicing deadlines are met on a timely basis. • Adhere to the hotel’s security and emergency policies and procedures. • Carry out any other reasonable duties and responsibilities as assigned. • The Management reserves the right to make changes to this job description at its sole discretion and without advance notice. What are we looking for? A Magic Call Centre Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: • Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience. • Understand basic spoken English to meet business needs. • Maintain a high customer service focus by approaching your job with the customers always in mind. • Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues. • Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledgein order toimprove personal performance. • Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you. • Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals. • Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel. • Good organization and coordination skills. • Strong sense of responsibility and self-motivation. • Patient and responsible to solve all problems. • Able to maintain excellent relations with team members. • Able to work under great physical and mental pressure. • Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel. • Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace. • Familiar with computer systems preferred. What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisuretravellersthe finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

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Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.

At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

The Call Center Service Coordinator -SEAS for Beckman Coulter Diagnostics is responsible to address customer’s concern with urgency and respect to ensure high quality service delivery in SEA-S (Singapore and Malaysia).

This position is part of the Customer Support Team located in Malaysia and will be covering SEA-S (Singapore and Malaysia) remotely. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

You will be a part of the SEA Call Center Team report to the Customer Support Manager, SEA. If you thrive in a multifunctional and fast paced role and want to work to build a world-class In-Vitro Diagnostics (IVD) organization—read on.

In this role, you will have the opportunity to:

• Service Integration: Coordinate various services activities (Uninterrupted Power Supply (UPS), Clinical Water System, Biohazard Waste Management System, and Compress Air system) to ensure comprehensive support is provided to clients.
• Resource Management: Identify and connect clients with our Service team and resources to meet their needs.
• Documentation and Reporting: Maintain accurate records of Service Contracts, Channel Partners inquires, and Inventory management system

The essential requirements of the job include:

• Education – Degree or equivalent in Business Administration/Engineering
• Experience – At least 3 years’ experience in the same capacity in an international organization
• Required Skill – Ability to evaluate and prioritize clients’ needs based on urgency and impact.

At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit .

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