Villa Nautica celebrates the glitz and glamour of yacht-life and is always ‘en vogue’. Surrounded by sparkling lagoons and idyllic beaches, it is an island like no other: a hive of activity, a place to be seen. Complemented by exceptional scuba diving and other water sports, the resort embraces the seafarer lifestyle with a glamorous twist.

We are looking for a highly motivated and customer-focused Call Center Agent to  join our team. The ideal candidate will have excellent communication skills, a passion for delivering outstanding customer service, and the ability to handle inbound and outbound calls in a fast-paced environment. This role requires flexibility in working shifts, including graveyard shifts, and prior experience in a similar role within a resort setting.

• Determine guest requirements by actively listening and engaging with them.
• Provide accurate information about services, rates, excursions, menus, and resort facilities.
• Clarify and fulfill guest requests, ensuring timely and satisfactory responses.
• Identify and resolve guest concerns by researching and exploring solutions.
• Escalate unresolved issues to the appropriate department when necessary.
• Recognize opportunities to promote additional services and upsell products.
• Explain features and benefits to enhance the guest experience.
• Manage a high volume of inbound and outbound calls efficiently.
• Ensure all customer interactions are recorded in the call center database.
• Maintain updated records of all essential telephone contacts.
• Follow safety and emergency protocols when required.
• Ensure timely updates on pricing, schedules, and special events.
• Close the phone lines of departing guests two hours before their departure.
• Handle wake-up call requests and update the system accordingly.

• Excellent proficiency in spoken and written English.
• Previous experience in a similar role within a resort or hospitality setting.
• Strong computer literacy and experience using call center systems.
•  Exceptional communication and problem-solving skills, with a guest-first approach.
• Ability to work night shifts and adapt to a fast-paced environment.
• Must be available to start immediately.