ASSOCIATE WE CARE

Job description for We Care Associate – Customer Experience & Service

The We Care Associate in Customer Experience & Service department is an entry-level position responsible for managing and addressing feedback and grievances from guests. This role requires strong communication skills, attention to detail, and the ability to work well under pressure.

Key Responsibilities:

·        Receive and process feedback and grievances: The primary responsibility of We Care Associate is to receive and process feedback and grievances from guests. They must have the ability to listen to complaints, investigate the issue, and provide a resolution.

·        Conduct investigations: Once feedback or a grievance is received, We Care Associate must conduct an investigation to gather all relevant information and facts related to the complaint. This includes interviewing witnesses, reviewing documents, and assessing the situation.

·        Analyze and assess the complaint: After conducting the investigation, We Care Associate must analyze and assess the feedback or grievance to determine if there is a valid issue or if the complaint can be resolved through mediation or another form of alternative dispute resolution.

·        Provide support: We Care Associate must provide support and guidance to guests who file grievances or provide feedback. They must explain the process and timeline for resolving the issue and provide regular updates on the status of the complaint.

·        Maintain records: It is important for We Care Associate to maintain accurate and detailed records of all feedback, grievances, investigations, and resolutions. This includes documenting all communication and actions taken to resolve the issue.

·        Develop policies and procedures: We Care Associate may also be responsible for developing and implementing policies and procedures related to feedback and grievance handling and dispute resolution.

·        Work with other departments: We Care Associate must work with other departments within the organization, such as customer service, management, or legal, to ensure that all feedback and grievances are handled appropriately and in compliance with company policies and procedures.

·        Ensure compliance with regulations: We care associate must ensure that all feedback and grievances are handled in compliance with relevant laws, regulations, and company policies

Qualifications and Requirements:

·        Minimum HSSC pass; bachelor’s degree preferred.

·        Minimum of 2-3 years of experience in a customer service role, preferably in a casino or hospitality environment.

·        Strong communication skills and the ability to remain professional and calm in high-pressure situations.

·        Attention to detail and the ability to maintain confidentiality.

·        Familiarity with customer service principles and relevant laws and regulations.

·        Previous experience in customer service or hospitality is preferred but not always required.

·        Ability to work a flexible schedule, including weekends and holidays

Overall, the We Care Associate in Customer Experience & Service department of a casino plays a crucial role in managing and resolving feedback and grievances from guests. This entry-level position requires strong communication skills, attention to detail, and the ability to work well under pressure. Qualifications typically include a high school diploma or equivalent, familiarity with customer service principles and relevant laws and regulations, and previous experience in customer service or hospitality