Company Description
Accor Plus is a subscription membership of Accor. As Asia Pacific’s most expansive travel, dining and lifestyle programme, Accor Plus enables members to do MORE in more incredible ways imaginable.
Accor Plus members can experience more destinations, more nights, more flavours and more rewards at over 1,000 participating Accor hotels and resorts, and over 1,400 participating Accor hotel restaurants in more than 20 countries.
Job Description
The Quality Assurance & Member Services Support Agent is required to monitor all sales calls as well as member support calls to ensure that the final service observes the company's quality standards. Besides, support Member Service tasks to satisfy member’s enquiries.
Qualifications
Required Skills:
1. Bachelor's degree in Business Administration or relevant field (Hotel management degree preferred).
2. Minimum 2-3 years work experience in related fields.
3. Good computer skills and in-depth knowledge of relevant software such as MS Office Word, Excel, etc.
4. Planning and organizing skills.
5. Good interpersonal skills.
6. Good analytical skills and attention to detail.
7. High level of confidentiality, professional integrity, and ethics.
8. Supervisory skills, problem-solving skills, and teamwork skills.
9. Excellent written and verbal communication in Vietnamese and English.
10. Willing to “go the extra mile” and put in the time and effort necessary to achieve tasks at hand.
Role Responsibilities:
1. QA Tasks:
1. Monitor both incoming and outgoing calls (Sales calls, MS calls, Courtesy calls) of the call center to evaluate member service and ensure quality standards.
2. Sales call: Track performance of individual sales consultant, detect problems when they occur.
3. MS call and Courtesy call: Maintain complaints from members through records and tracking systems to improve service levels.
4. Call monitoring to keep track of industry trends that may impact our products and services.
5. Use quality monitoring data management system to compile and track performance at team and individual levels (both low and high performers).
6. Participate in member listening programs to identify customer needs and expectations.
7. Assist operations and the company's quality service in tracking, documenting, and reporting quality levels to Member Care & QA Manager of VP.
8. Provide constructive feedback through weekly reports and conduct monthly meetings with all Program Managers of both countries.
2. MS Support Tasks:
1. Answer all reservation inquiries via the following channels and transfer to Call Center: Telephone, E-mail, Sales Consultants.
2. Answer all member services communication via the following channels: Telephone, E-mail, Hotel direct, Facebook.
3. Assist members in using Accor tools such as website, app, etc.
4. Handle and track all member services matters for Vietnam members as per Accor Plus Policy.
5. Liaise with Hotels on member feedback and information on the membership as required.
6. Prepare Member Service monthly Reports for Manager.
7. Address all Member issues and feedback from communication channels.
8. Handle all ALL-Accor Live Limitless issues related to Accor Plus members within Vietnam.
9. Communicate with other regional Member Services personnel to assist with inter-region complaints.
10. Escalate Member complaints as applicable.
11. Carry out duties as allocated by the GM, Member Care & QA Managers and support other departments in handling member issues.
Additional Information
Benefits:
1. Working hours: 8:30am – 5:30pm from Monday to Friday.
2. 15 days of Annual Leave.
3. Social and health insurance based on Vietnam regulations.
4. Professional working environment.
#J-18808-Ljbffr