Quality Assurance Member Services Support
Quality Assurance Member Services Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
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 companys quality standards. Besides support Member Service tasks to satisfy members enquiries.
Qualifications :
Required Skills:
Bachelors degree in Business Administration or relevant (Hotel management degree would be preferred)
Minimum 23 years work experience in related fields.
Good computer skills and indepth knowledge of relevant software such as MS Office Word Excel
Planning and organizing skills
Good interpersonal skills
Good at analytical skills and attention to details
High level of confidentiality professional integrity and ethics
Supervisory skills problem solving skills Teamworking skills.
Excellent written and verbal communication in Vietnamese and English
Willing to go the extra mile and put in the time and effort necessary to achieve tasks at hand
Role Responsibilities:
1. QA Tasks:
Monitor both incoming and outgoing calls (Sales calls MS calls Courtesy calls) of the call center to evaluate member service and ensure quality standards.
Sales call: Track performance of individual sales consultant detect problems when it happens.
MS call and Courtesy call: Carefully maintain complaints from members through records and tracking systems to improve level service.
Call monitoring to keep track of the industry trend which may impact our products and services
Uses quality monitoring data management system to compile and track performance at team and individual level (both low and high performers)
Participates in members listening programs to identify customer needs and expectations.
Assist operations and companys quality service in tracking documenting and reporting quality levels to Member Care & QA Manager of VP.
Provides constructive feedback through weekly report and conduct monthly meeting with all Program Managers of both countries.
2. MS Support Tasks
Answering all reservation enquires via the following channels and transfer to Call Center
o Telephone
o Email
o Sales Consultants
Answering all member services communication via the following channels
o Telephone
o Email
o Hotel direct
o Facebook
Assisting members to use Accor tools such as website app etc
Handling and tracking of all member services matters for Vietnam members as per Accor Plus Policy
Liaising with Hotels on member feedback and information on the membership as required
Preparation of Member Service monthly Reports for Manager
Dealing with all Member issues and feedback from communication channels.
Dealing with all ALLAccor Live Limitless issues related to Accor Plus members within Vietnam
Communication with other regional Member Services personnel to assist inter region complaints
Escalating Member complaints as applicable
Carry out duties as allocated by the GM Member Care & QA Managers and support other departments on handling member
Additional Information :
Benefits:
Working hours: 8:30am 5:30pm from Monday to Friday
15 days of Annual Leave
Social and health insurance based on Vietnam regulations
Professional working environment.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
