Telephone Operator / Royal Service Agent

Required Skills

Proven experience as a Telephone Operator or in a similar customer-facing role. Excellent verbal communication and customer service skills, with the ability to multitask and manage calls efficiently. Proficiency in computer systems and basic office software applications, with bilingual capabilities in Arabic and English.

Company DescriptionJoin a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.Job DescriptionWe are seeking a professional and courteous Telephone Operator / Royal Service Agent to join our team in Cairo, Egypt. In this role, you will serve as the first point of contact for our organization, managing incoming and outgoing calls while providing exceptional customer service. You will be responsible for routing calls to appropriate departments, handling inquiries with professionalism, and ensuring every caller receives a positive experience that reflects our commitment to excellence.Answer incoming calls promptly and professionally, greeting callers with courtesy and warmthRoute calls to the appropriate departments or personnel based on caller needs and organizational protocolsManage call queues efficiently and minimize wait times while maintaining service qualityProvide information about services, facilities, and organizational offerings to callersTake accurate messages and ensure timely delivery to intended recipientsHandle customer inquiries and complaints with empathy, patience, and problem-solving skillsMaintain detailed call logs and records using telephone systems and organizational softwareMultitask effectively by managing multiple calls, administrative duties, and customer requests simultaneouslyDemonstrate professional telephone etiquette and communication skills at all timesAssist with general administrative tasks as needed to support organizational operationsMaintain confidentiality and handle sensitive information with discretionProvide feedback on caller concerns to management to support continuous service improvementQualificationsProven experience as a Telephone Operator, Royal Service Agent, or in a similar customer-facing roleExcellent verbal communication skills with clear pronunciation and professional telephone etiquetteStrong interpersonal and customer service skills with the ability to remain calm under pressureProficiency in multitasking and managing multiple calls simultaneouslyExceptional organizational and time management abilitiesAttention to detail and accuracy in recording information and routing callsAbility to work independently and as part of a team in a fast-paced environmentProficiency with computer systems and basic office software applicationsBilingual capabilities in Arabic and EnglishActive listening skills and the ability to understand and address caller needs effectivelyProblem-solving abilities and conflict resolution skillsProfessional demeanor and positive attitude toward customer serviceFlexibility to adapt to changing priorities and organizational needsAdditional InformationOur Commitment To Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent.