Better work, Better life

Customer Care Coordinator
11/07/2019
SM
Pamplemousses
Rs 30,001 - Rs 35,000
25/07/2019

Our client, in the hospitality sector, is looking for a Customer Care Coordinator

Reporting to the Chief Marketing Officer, the successful candidate will be responsible for:

Main responsibilities:

Monitor the hotels’ e-reputation
  • Monitor the online reputation of each hotel daily via our customer management tool
  • Alert operations on a weekly basis about feedback received from guests: identify, correct and report all deviations from procedures
  • Ensure that all written communications are consistent with the editorial guidelines
Manage guests’ post-stay feedback (issues, complaints, requests, etc.)
  • Be the first point of contact of post-stay guests, B2B and B2C
  • Respond to and resolve guests’ complaints received directly or via tour-operators and travel agents following the Standard Operating Procedures
  • Respond to guests’ feedback shared through social media, surveys or emails, following the Standard Operating Procedures
Contribute to improve guest experience & increase guests’ satisfaction
  • Categorize and classify guests’ requests & issues to identify recurrent ones
  • Spot and identify emerging trends in guests’ preferences and demands; alert Marketing/Operations and suggest ideas to continuously improve our levels of guest satisfaction
  • Maintain an accurate knowledge of all our hotels and services
  • Participate in long-term & group-wide strategies to build brand preference
Periodically reassess the suitability of the strategy in place
  • Look at difficult problems and assess the suitability of Standard Operating Procedures (SOP) in place
  • Maintain and improve customer care service procedures
  • Keep ahead of developments & best practices in the field of customer care and apply them when necessary
  • Train teams involved in these procedures
Qualification:
  • Diploma or Degree in Marketing / Mass Communication/Business / Tourism or any related field
  • A minimum of 2 years’ experience in a Customer Service role or in the Tourism industry (especially in Guest Relations) would be a plus
Candidate profile:
  • An energetic, proactive and problem-solver Family Member, who will assist diverse customers with a helpful, patient and friendly attitude
  • A hard-worker Family Member, who will provide a rigorous and organized work
  • A Family Member who will collaborate with a large panel of colleagues from all levels, including top Management
  • Excellent standard of writing is mandatory, in French and English.
  • Organization, focus and attention to details
  • Strong sense of initiative

Adecco reserves the right:
To call only the shortlisted candidates for interview
Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.

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