Quality Assurance & Member Services Support

JOB PURPOSE

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.

Reporting Line:

Member Care & QA Manager – Vietnam and Philippines

=> QA & MS Support Agent

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 company's 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 E-mail

o Sales Consultants

• Answering all member services communication via the following channels

o Telephone

o E-mail

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 ALL-Accor 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

Required Skills:

• Bachelors degree in Business Administration or relevant (Hotel management degree would be preferred)

• Minimum 2-3 years work experience in related fields.

• Good computer skills and in-depth 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

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