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.<\/span>
<\/p>
<\/div>
Guest Interaction & Support<\/span>
<\/p>
· <\/span><\/span><\/span>Serve as the first point of contact for guests
seeking assistance.
<\/p>
· <\/span><\/span><\/span>Respond to inquiries in a friendly and helpful
manner.
<\/p>
· <\/span><\/span><\/span>Handle complaints and resolve issues promptly or
escalate as necessary.
<\/p>
2. Feedback & Review Management<\/span>
<\/p>
· <\/span><\/span><\/span>Collect and document guest feedback through
surveys and verbal interactions.
<\/p>
· <\/span><\/span><\/span>Encourage positive reviews on platforms like
Google, TripAdvisor, and social media.
<\/p>
· <\/span><\/span><\/span>Monitor review platforms and compile weekly
performance summaries.
<\/p>
3. Reporting & Coordination<\/span>
<\/p>
· <\/span><\/span><\/span>Document complaints and suggestions in a
structured format.
<\/p>
· <\/span><\/span><\/span>Coordinate with relevant departments to follow
up on issues.
<\/p>
· <\/span><\/span><\/span>Support guest recovery efforts for dissatisfied
visitors.
<\/p>
4. Standards & Representation<\/span>
<\/p>
· <\/span><\/span><\/span>Maintain grooming and behavior standards aligned
with brand image.
<\/p>
· <\/span><\/span><\/span>Represent the zoo professionally in all guest
interactions.
<\/p>
Adhere to privacy and data protection guidelines
when collecting feedback.<\/span>
<\/div><\/div>
<\/div><\/span>
Requirements<\/h3>
Education:<\/span><\/u><\/b>
<\/p>
· <\/span><\/span><\/span>High school diploma or equivalent. Diploma in
Hospitality or Communication is a plus.
<\/p>
Skills:<\/span><\/u><\/b>
<\/p>
· <\/span><\/span><\/span>Strong verbal and written communication skills.
<\/p>
· <\/span><\/span><\/span>Proficiency in English; additional languages are
an advantage.
<\/p>
· <\/span><\/span><\/span>Empathy and patience when dealing with customer
concerns.
<\/p>
· <\/span><\/span><\/span>Basic computer and mobile application
proficiency.
<\/p>
· <\/span><\/span><\/span>1–2 years in customer service, hospitality, or
guest relations.
<\/p>
Experience in handling complaints and collecting
service feedback.<\/span>
<\/div>
<\/div>· <\/span><\/span><\/span>Familiar with guest feedback tools and survey
collection apps.
<\/p>
· <\/span><\/span><\/span>Comfortable using email, spreadsheets, and
review tracking platforms.
<\/p>
Basic reporting and presentation skills for
guest feedback analysis.<\/span><\/span>
<\/div><\/span><\/span>
<\/div>· <\/span><\/span><\/span>Friendly, calm, and approachable demeanor.
<\/p>
· <\/span><\/span><\/span>Professionalism and high emotional intelligence.
<\/p>
· <\/span><\/span><\/span>Problem -solving mindset with attention to guest
satisfaction.
<\/p>
Ability to manage stressful situations with
poise.<\/span><\/span><\/span>
<\/div> 