崗位職責:

The CARE Specialist will process, investigate and resolve customer service escalations generated either directly from guests or World of company members or through hotels, corporate colleagues or other Global Contact Centers. Through sincere care, listening and empathy, our CARE Specialist will undertake service recovery efforts and strive to restore confidence and reinforce loyalty to company.

The CARE Specialist is well versed with company’s reservations and World of company procedures, will also provide World of company support to our hotels, answering their inquiries and supporting them to care for World of company members. In addition, they will also act as a resource for our internal Guest Services Associates, supporting and assisting them on their inquiries. This role will also handle overflow for other areas of Guest Services based on business need.

1、Through voice, email and chat channels, internal and external, manage the handling and investigation of escalated incidents from hotels, guests, members, customers and internal company colleagues.

2、Display professionalism and tact when communicating. Sustain an image which reflects an empathetic, helpful and caring demeanor such that each interaction ends with a positive impression about company. Generous listening, to identify concerns and needs in order to establish great service recovery experience that will result deepened loyalty to company. Be helpful and always go the extra step for the guest/customer.

3、Maintain good rapport and communication with other global CARE teams to work in unison, sharing of best practices and cross regional support.

4、An innate ability to know when you must uphold T&Cs and when you should exercise empowerment

5、Interact with GCC leadership team, Hotel team members including General Managers or ExCom members in seeking resolution to customer issues.

6、Maintain an active status at all times to be readily available for assisting incoming calls/emails/chats to attain efficiency standards. To manage well in multi skilling between calls and emails/chats, optimize individual productivity to support and concurrently meet our center key performance metrics.

7、Attend briefings, hotel presentations in order to have up-to-date information on all company policies, procedures, properties, promotions and special programs. Take initiative on self learning and self improvement. Adhere to company policy as it relates to work behavior and work performance standard requirement.

8、Demonstrate a commitment to company core values (included in all job descriptions).

9、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

任職資格:

1、Min 6 months experience in Guest Services & Loyalty role.

2、Strong knowledge of World of company program and related systems such as Reserve, Tally, Star etc)

3、Diploma or above.

4、Good typing speed with high degree of accuracy.

5、Good written and oral communication skills, specific to customer facing interactions. Writes and speaks clearly and concisely, presents information clearly and with confidence.

6、Good command of English proficiency both in written and oral. Preferably bi-lingual.

7、A self-motivated, proactive individual and good team player.

8、Good time management with ability to navigate multiple systems simultaneously.

9、Natural disposition to be helpful and willingness to go the extra step for both internal and external customers.

10、Ability to develop creative solutions and innovative ideas that can positively impact overall interaction with the guest/customer.

11、Attention to details and accuracy.

廣東南油對外服務有限公司（以下簡稱：廣東南油外服）是一家具有33年歷史的全資國有控股企業(yè)，由中國人力資源服務領域規(guī)模最大的上海外服（集團）有限公司和中國南海石油聯(lián)合服務總公司共同組建，注冊資本2000萬元，總部設立于廣州，并在深圳、佛山、東莞、珠海、中山、江門、湛江、汕頭、清遠、從化等地設立了分公司，是廣東最早涉獵人力資源服務行業(yè)的企業(yè)之一，服務進入廣東投資的世界500強企業(yè)超過100家，客戶涵蓋各行業(yè)的知名外企、國企和民企，總量超過4500家，雇員人數(shù)超過10萬人，2017年度營業(yè)收入近50億元，納稅額近3億元。公司現(xiàn)有員工超過250名，其中本科以上學歷占比超過75%，平均年齡30歲左右，近20%擁有中級以上技術(shù)職稱，隊伍呈現(xiàn)年輕化、專業(yè)化特點。

廣東南油外服已在業(yè)內(nèi)率先通過國際知名認證機構(gòu)挪威船級社（DNV）的ISO90001：2015質(zhì)量體系認證，遵循“客戶的期望就是外服人的追求”的質(zhì)量方針，榮獲“全國人力資源誠信服務示范機構(gòu)”、“廣東省誠信人力資源服務示范機構(gòu)”、“廣東企業(yè)500強”、“廣東省自主創(chuàng)新標桿企業(yè)”、“廣東省青年文明號”等諸多榮譽，還是中國對外服務工作行業(yè)協(xié)會常務理事單位，廣東省人力資源研究會監(jiān)事長單位，廣東省人才交流協(xié)會、廣東省服務外包產(chǎn)業(yè)促進會、廣州人力資源服務協(xié)會、廣州服務外包行業(yè)協(xié)會副會長單位，在廣東乃至華南地區(qū)具有較強的品牌影響力和領先的市場地位。