岗位职责:

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).

任职资格:

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.

广东南油对外服务有限公司（以下简称：广东南油外服）是一家具有33年历史的全资国有控股企业，由中国人力资源服务领域规模最大的上海外服（集团）有限公司和中国南海石油联合服务总公司共同组建，注册资本2000万元，总部设立于广州，并在深圳、佛山、东莞、珠海、中山、江门、湛江、汕头、清远、从化等地设立了分公司，是广东最早涉猎人力资源服务行业的企业之一，服务进入广东投资的世界500强企业超过100家，客户涵盖各行业的知名外企、国企和民企，总量超过4500家，雇员人数超过10万人，2017年度营业收入近50亿元，纳税额近3亿元。公司现有员工超过250名，其中本科以上学历占比超过75%，平均年龄30岁左右，近20%拥有中级以上技术职称，队伍呈现年轻化、专业化特点。

广东南油外服已在业内率先通过国际知名认证机构挪威船级社（DNV）的ISO90001：2015质量体系认证，遵循“客户的期望就是外服人的追求”的质量方针，荣获“全国人力资源诚信服务示范机构”、“广东省诚信人力资源服务示范机构”、“广东企业500强”、“广东省自主创新标杆企业”、“广东省青年文明号”等诸多荣誉，还是中国对外服务工作行业协会常务理事单位，广东省人力资源研究会监事长单位，广东省人才交流协会、广东省服务外包产业促进会、广州人力资源服务协会、广州服务外包行业协会副会长单位，在广东乃至华南地区具有较强的品牌影响力和领先的市场地位。