To provide appropriate second level of Help Desk support to Hotel associates and CCC associates for all escalated SPG member issues and complaints, and resolve within an established time period. Provide excellent internal customer service that will help our front line associates to deliver the right SPG experience. Issues and complaints can include missing stays, award-related questions, profile look up, program content issues, inquiries regarding special promotions etc.
PRINCIPAL DUTIES & RESPONSIBILITIES
Services calls from Starwood hotel associates
Handle emails from internal (hotels and CCC associates) and external (Customer) source.
Interacts with Contact Center management staff, SPG trainer, Hotel Font Office or Rooms Division staff in seeking resolution to SPG issues.
Provide regular communication of all SPG program specifics. Solicit feedback and ideas from all staff with an aim to improve associate and customer perception of the program.
Research and analyze a variety of SPG issues utilizing various resources and tools. Partner with SPG Trainers and Coordinators based at our CCC to resolve recurring issues. This position is empowered to handle situations using decision-making latitude in solving problems.
Ensure that all SPG correspondences are handled in a timely manner through distribution to fellow associates while ensuring that necessary monitoring and work performance audits are conducted and necessary additional training is provided to associates.
l To support reservation calls during peak periods.
l To support the reservation supervisors in SPG related enquiries.
l To attend SPG global/Greater China Regional conference calls and gather the latest promotion information for local center sharing.
l Participate in ad hoc projects as assigned by Manager.
Works with minimal supervision from Manager, Customer Contact Center.
Communication skills (verbal and non-verbal)
Good SPG knowledge (both hotel and corporate level)
Good customer service attitude and attention to detail
Planning and Organizing
Able to work independently and exercise initiative
College diploma and above
Solid SPG (both in customer service center and properties) knowledge and proficient customer service quality
2 years of relevant working experience with business techniques, applications as well as analyzing and working with the public due to handling issues above and beyond.
Well-versed in Microsoft Word, Excel, Web and Email applications.
Bilingual with excellent written and verbal communication skills in English and Mandarin.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
- Job type
- Guangzhou, China
- Starting in
- As soon as possible
- Duration of the contract