Accor Plus jobs - Inbound Tele Calling

POSITION: Member Services Executive (Inbound Tele Calling)

REPORTING TO: Assistant Manager – MS India

INDUSTRY: Hospitality

LOCATION: Gurgaon

JOB PURPOSE: Member Services Executive is responsible to cater all incoming member queries through calls & emails.

KEY INTERACTIONS

Internal

·         Interactions with Assistant Manager – MS & Courtesy India, taking feedback on quality of calls and nomination audits.

·         Interaction with Assistant Manager – MS & Courtesy India/ Head – Member Experience to get daily updates on the company and the process.

·         Interaction with the Assistant Manager – MS & Courtesy India & Head – Member Experience setting up daily, weekly and monthly goals.

·         Interactions with the process leaders to keep themselves updated with the ongoing changes related to the product knowledge.

External

·         Interaction with Indian members to resolve issues and concern related to membership, motivate members to use the membership further and finally take nominations from our existing members.

·         Interactions with Accor hotels across globe for membership related concerns raised by members.

KEY RESPONSIBILITIES

Primary Responsibilities

·         To provide the best member experience to existing members by handling incoming calls/emails.

·         Acquire nominations to support sales offices.

·         To keep themselves updated with the ongoing changes related to the product knowledge.

Building Contacts

·         To provide members first call resolutions.

·         Responsible to handle the escalations within the TAT (within 24-48hrs)

Main Complexity/Critical issues in the job

·         One call resolution should be attempted for all members queries and concern.

·         Influence renewal rate for the members

PROFILE

Knowledge and Experience

·         Minimum 1 year of experience in outbound/inbound calling preferably from an upselling environment (Freshers can also be considered)

·         Computer literacy

·         Strong verbal and written communications skills

·         Fluent English

·         Networking and relationship Building

Competencies

·         Good interpersonal skills with ability to communicate with all types of customers

·         Serviced oriented with an eye for details

·         Good team working skills and able to work effectively and contribute in a team

·         Good written and verbal communication skills

·         Lateral thinking, Persistent and Persuasive/Influencing

·         Innovative and Consultative skills

·         Positive and Enthusiastic