Call Center Agent at Skyline International Tourism and Hospitality Limited

Job Brief

• We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers.
• The successful candidate will be able to accept ownership for effectively solving customers issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

• Managing large amounts of inbound and outbound calls in a timely manner
• Identifying customers’ needs, clarify information, research every issue and providing solutions
• Manage large amounts of inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue and provide solutions
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets

Requirements and Skills

• High school degree
• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively.
• Must Reside close to Gwarinpa.

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Key Responsibilities

• Operations: Oversee all daily activities, from opening to closing, ensuring smooth workflow.
• Staff Management: Recruit, train, schedule, supervise, and motivate employees; resolve conflicts.
• Customer Service: Greet guests, handle inquiries, manage complaints, and build rapport to ensure satisfaction.
• Financial Management: Manage budgets, track sales, control costs, minimize expenses, and report performance.
• Inventory & Supplies: Monitor stock levels, order supplies, manage vendors, and control waste.
• Compliance: Enforce health, safety, sanitation, and company policies (e.g., cash handling).
• Marketing: Implement promotional strategies to attract and retain customers.

Typical Duties Include:

• Creating staff rotas.
• Designing menus (sometimes).
• Ensuring food quality and presentation.
• Reporting to upper management.

Essential Skills & Qualifications

• Candidates should possess relevant qualifications.
• Proven management / leadership experience.
• Strong financial acumen and business knowledge.
• Excellent communication, problem-solving, and organizational skills.
• Ability to work under pressure in a fast-paced environment.

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Responsibilities

• Plan and manage advertising campaigns on Meta, Snapchat, Google, X, and TikTok.
• Optimize campaigns for reach, engagement, and conversions while maintaining healthy ROAS.
• Develop and execute paid advertising strategies for both ongoing promotions and brand awareness campaigns.
• Continuously monitor campaign performance, track metrics like CTR, CPC, ROAS, and conversions, and make data-driven adjustments to improve results.
• Manage audience segmentation, pixel setup, and retargeting, ensuring that ads reach the right people at the right time.
• Collaborate with the Social Media Manager and Designer to align ad creatives with the campaign theme and brand identity.
• Provide weekly reports summarizing performance insights, learnings, and recommendations to guide future campaigns.
• Stay up to date with platform updates, emerging trends, and competitors’ activities to identify new growth opportunities.

Essential Skills and Qualities

• Strong understanding of TikTok, Snapchat, X, Meta Ads Manager, and Google Ads
• Data-driven, with solid analytical and reporting skills
• Basic creative sense for reviewing or tweaking ad materials