Courtesy Caller

Địa Điểm Làm Việc: Hồ Chí Minh
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Working hours: 8h30 – 17:30 from Monday to Friday
Social and health insurance based on Vietnam regulations
Professional working environment

Mô Tả Công Việc

*** Position Description: The Courtesy Call Consultant is responsible for the service of the Accor Plus loyalty program by obtaining membership feedback through Courtesy calling activities.

*** Reports to: Assistant Corporate Sales & Marketing Manager

*** Key Accountabilities
- Courtesy Calls – 2 weeks / 4 & 8 months.
- Referrals 1 in 2 calls
- Supplementary Memberships sales and other promotions,
- To ensure member received package and everything on the card is correct
- To motivate customer to use the card and create needs for customer to use card by informing current promotions (red hot rooms etc..) + update on new hotel + painting picture and also plan their holidays.
- To confirm members information before processing in some Corporate deals

*** Tasks and Performance Indicators
- Call members using the relevant Courtesy Call script. (Especially important to confirm receipt of pack in post): Minimum efficiency of 1 referral per two courtesy calls.
- In case member has not received package (most pertinent at 2 weeks call) – confirm what the package looks like, the address of the member & if not received, follow up with courier/postage:Ensure all members have received packages or action has been taken to remedy cases where this is not so and Diary note made
- Re-advise terms & conditions of membership where necessary: Ensure member understands Certificate conditions, including lost/stolen policy
- Prompt FOC usage based on advance booking immediately and suggest hotels for dining.
- Assist the member with general inquiries in regards to the hotels, their locations and the membership: Member satisfied with service offered and offer booking of FOC where applicable. Record booking details on appropriate form/document.
- Ask member prompting questions about referrals (ie family, friends, colleagues) on every courtesy call made. Advise of Wine Certificate & free renewal offer: Show nomination to OK’d call ratio of 1 in two. This shows good technique with prompting, objection handling and persistence.
- Educate uninformed members about supplementary membership. Facilitate purchase of supplementary m/ship: All members to be aware of supplementary m/ship. Accurate recording of details for supplementary. Immediate forwarding to the appropriate program for sale.
- Confirm and update membership details. Obtain missing details: Accurate and complete membership details in Netsuite.
- Ensure accurate data entry of all additional member details obtained: Ensure that information is correctly entered into Netsuite directly
- Email nominations to correct staff member with all details correct including contact number of nom as well as correct name, member’s name, phone number: Zero errors returned from program
- Get member’s feedback and ensure appropriate distribution of member’s feedback through appropriate channels using the Feedback process: Follow feedback process to determine appropriate action.
- Update the member with any changes with regards to the hotels and the membership: Member aware of latest hotels and benefits.
- Confirm and update membership details. Obtain any missing details directly in Netsuite: Accurate and complete membership details in Netsuite.
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc

*** Requirements
- College or Bachelor degree preferably
- Responsible, careful, detail-oriented, and supportive
- Fluent in English and Vietnamese
- Good at MS Office (Excel, Word, Power Point)
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Strong objections handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters

*** Benefits
- Working hours: 8h30 – 17:30 from Monday to Friday
- 15 days of Annual Leave
- Social and health insurance based on Vietnam regulations
- Professional working environment

Địa Điểm Làm Việc

Tầng 7, Số 28 Nguyễn Thị Diệu, Phường 6, Quận 3, TP Hồ Chí Minh

Công ty chúng tôi thuộc Tập đoàn Accor - Tập đoàn quản lý khách sạn lớn nhất khu vực Châu Á Thái Bình Dương gồm những thương hiệu như Fairmont, Raffle, Swissotel, Sofitel, Pullman... All Season. Accor Plus là chương trình thẻ hội viên quốc tế mang đến nhiều quyền lợi về ẩm thực cũng như đặt phòng tại khách sạn và nhà hàng thuộc hệ thống Accor.

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Văn phòng ở Hà Nội tại Opera Business Center, Phòng 502, Số 60 Lý Thái Tổ, Quận Hoàn Kiếm, Hà Nội / Văn phòng Hồ Chí Minh : Tầng 7, Số 28 Nguyễn Thị Diệu, Phường 6, Quận 3, TPHCM.
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CHƯƠNG TRÌNH TUYỂN SINH THẠC SĨ QUẢN TRỊ THƯƠNG MẠI QUỐC TẾ - ĐẠI HỌC CÔTE D’AZUR (PHÁP)

CHƯƠNG TRÌNH TUYỂN SINH THẠC SĨ QUẢN TRỊ THƯƠNG MẠI QUỐC TẾ - ĐẠI HỌC CÔTE D’AZUR (PHÁP)

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