The Tele - Customer Service

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.

Tasks and Performance Indicators

Tasks

- 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 week 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.

Read full Job Descriptions

• Lương căn bản: 6.000.000vnd/tháng (Lương trước thuế)

• Môi trường làm việc chuyên nghiệp.

• Được hưởng những ưu đãi dành cho nhân viên như đi du lịch trong và ngoài nước với giá rất ưu đãi

• Nhiều cơ hội thăng tiến trong nước cũng như nước ngoài

• Cơ hội phát triển sự nghiệp lâu dài

• Có thể bắt đầu đi làm việc ngay

• Được đào tạo Sản phẩm thẻ hội viên ưu đãi, hệ thống của tập đoàn Accor, kỹ năng tư vấn và bán thẻ hội viên.

• Được ký hợp đồng hàng năm, sau thời gian thử việc 2 tháng, BHYT, BHXH, BHTN, Khám sức khoẻ định kỳ hàng năm.

- Fluent in spoken English

- Good voice

- More detail will be discussed in the interview