Customer Contact Experience Agent - Corporate Office

ROLE

Our Customer Contact Experience Team or CCC are looking for outgoing, flexible, customer focused team members to become our frontline Customer Contact Experience Agents.

The role requires agents to assist customers (internal and external) via phone, email, chat and or social media with reservations, general enquiries and our loyalty and membership programs.

RESPONSIBILITIES

• Always provide superior customer service in all interactions
• Answer all incoming calls, emails, chat & social media from customers (internal and external) within 24hours
• Focus and build on the customer relationship in order to drive sales growth and profitability via upselling
• Manage the customer journey from initial interaction to final resolution
• Provide information about hotels, facilities and the C1 loyalty program
• Be the main contact point for the C1 loyalty program customers
• Maintain customer accounts, reservations, and general enquiries in relevant systems
• Manage and resolve complaints within authorization levels and where necessary with your manager while not jeopardizing the customer relationship
• Additional duties, where necessary, as advised by the supervisor or manager

REQUIREMENTS

• Bachelor’s Degree
• Proficient in English (verbal and written) additional languages welcome
• Excellent personal and communication skills
• Good understanding of customer service principals
• Understanding of the hospitality and hotel industry (nice to have)
• Exceptional attention to detail and capable of working with multiple systems
• Able to work under pressure with excellent time management skills
• Ability to work in a team and independently
• Basic knowledge of Microsoft programs such as word and excel
• Knowledge of hotel reservations systems (nice to have)
• Knowledge of Salesforce or similar customer relationship systems (nice to have)
• Flexible and able to work a 24/7 rotating roster (on site)