Customer Service Agent

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.

Guest Interaction & Support

Serve as the first point of contact for guests seeking assistance.

Respond to inquiries in a friendly and helpful manner.

Handle complaints and resolve issues promptly or escalate as necessary.

2. Feedback & Review Management

Collect and document guest feedback through surveys and verbal interactions.

Encourage positive reviews on platforms like Google TripAdvisor and social media.

Monitor review platforms and compile weekly performance summaries.

3. Reporting & Coordination

Document complaints and suggestions in a structured format.

Coordinate with relevant departments to follow up on issues.

Support guest recovery efforts for dissatisfied visitors.

4. Standards & Representation

Maintain grooming and behavior standards aligned with brand image.

Represent the zoo professionally in all guest interactions.

Requirements

Education:

High school diploma or equivalent. Diploma in Hospitality or Communication is a plus.

Skills:

Strong verbal and written communication skills.

Proficiency in English; additional languages are an advantage.

Empathy and patience when dealing with customer concerns.

Basic computer and mobile application proficiency.

1 2 years in customer service hospitality or guest relations.

Familiar with guest feedback tools and survey collection apps.

Comfortable using email spreadsheets and review tracking platforms.

Friendly calm and approachable demeanor.

Professionalism and high emotional intelligence.

Problem-solving mindset with attention to guest satisfaction.