Customer Service Agent

The Customer Service Agent handles incoming calls, emails, chats, WhatsApp, LINE, and other customer channels for Minor Hotels’ Customer Contact Center in Thailand. Duties include answering questions, troubleshooting concerns, recommending hotels, processing or amending reservations, confirming payment methods, recording customer interactions, and supporting room, group, and event inquiries.

The agent also promotes hotels, closes, upsells, and cross-sells services, helps maximize room revenue, and gathers information for group and event inquiries. The posting requires fast, polite, empathetic, and professional service, strong customer-care skills, the ability to assess customer needs, familiarity with local market and seasonal booking patterns, and adherence to service, security, safety, and administrative procedures.

Handle customer contacts through calls, email, chats, WhatsApp, LINE, and related channels.

Process room reservations, including taking, amending, and cancelling details and confirming payment methods.

Resolve customer questions and concerns, recommend suitable hotels, and escalate matters to managers when necessary.

Promote hotels and drive closing, upselling, cross-selling, and transient business while supporting room-revenue objectives.

Record and file customer interactions, maintain account updates, and support group and event inquiries.

Able to think quickly, find answers, and respond promptly and professionally to customer concerns.

Excellent customer-care skills and the ability to assess customer needs and provide suitable solutions.

Able to learn and follow customer-service procedures and policies.

Strong customer service experience with a focus on positive customer experiences.

Understands local seasonality, booking patterns, competitors, events, and destination dynamics.