Call Care Agents at Alan & Grant

Job Summary

• We are seeking courteous and customer-focused Call Care Agents to serve as the first point of contact for guests and clients.
• The role is responsible for handling inbound and outbound calls, providing accurate information, managing reservations and inquiries, and delivering a warm, professional service experience that reflects our commitment to hospitality, comfort, nature, and luxury.

Key Responsibilities

• Handle inbound and outbound calls professionally, responding to guest inquiries about accommodations, farm experiences, events, pricing, and availability.
• Process reservations, bookings, and basic modifications while ensuring accuracy and timely follow-up.
• Provide clear, courteous, and knowledgeable information about resort and farm offerings to support guest satisfaction and sales conversion.
• Record and update customer details, inquiries, and call outcomes accurately in the company’s systems.
• Escalate complex requests, complaints, or operational issues to the appropriate departments for resolution.
• Follow up with guests on inquiries, confirmations, and feedback to support bookings and service quality.
• Maintain consistent brand tone and professional communication standards across all guest interactions.
• Support sales and marketing teams by identifying leads and promoting relevant services where appropriate.

Requirements

• Minimum of OND / HND / Bachelor’s degree or equivalent experience in customer service or related roles.
• 1–2 years of experience in a call center, front desk, hospitality, or customer service role (hospitality or resort experience is an advantage).
• Excellent verbal communication skills with a polite, friendly, and professional telephone manner.
• Strong listening skills with the ability to handle inquiries calmly and efficiently.
• Basic computer literacy and familiarity with phone systems, booking tools, or CRM software.
• Willingness to work flexible shifts, including weekends and public holidays, as required.