Customer Service & Call Center Agent โ Marriott International โ Cape Town โ Apply Now
Job Opportunity:
Location: Cape Town, Western Cape
Closing Date: Open until filled
Position Type: Permanent / Full-Time
Overview
Marriott International is looking for a dedicated Customer Service & Call Center Agent to join their Regional Office in Cape Town. This role is ideal for individuals who enjoy working with people, delivering excellent service, and ensuring a seamless reservation experience for guests.
Key Responsibilities
– Handle reservation requests, changes, and cancellations via phone, email, or other channels
– Identify guest needs and recommend suitable accommodation options
– Verify availability and capture booking details accurately in the system
– Explain booking policies, rates, guarantees, and cancellation terms
– Assist with guest enquiries about hotel facilities, services, and room features
– Upsell rooms, promotions, and alternative options to maximise revenue
– Record and manage special guest requests with accuracy
– Provide confirmation or cancellation details to guests
– Escalate and resolve customer concerns professionally
– Maintain high standards of customer service at all times
Work Schedule
- 5-day workweek with 2 rotating off days
- Shifts may include weekends
- Day and night shifts available (majority night shift: 18:30 โ 02:00)
- Fixed shift schedules provided in advance
- On-site role
Requirements & Skills
- Grade 12 / Matric or equivalent
- Fluent in English with strong communication skills
- Basic computer literacy and Microsoft Office proficiency
- Strong customer service and telephone etiquette
- Ability to work in a team and handle pressure
- Willingness to work shifts, including nights and weekends
Advantageous
- Previous call centre or customer service experience
- Knowledge of reservation or CRM systems
- Sales and upselling skills
- Multilingual abilities
What This Opportunity Offers
- Competitive salary and benefits
- Career growth within a global hospitality leader
- Supportive and collaborative work environment
- Exposure to international customer service standards
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