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Brand Loyalty Service Advisor - Group Services - Jumeirah Gr...

-Dubai
Job Description:

DubaiAbout Jumeirah: At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and equal opportunity, employing over 14,000 colleagues from over 100 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa the Middle East. About the Job: An opportunity has arisen in Group Services for a highly motivated and hardworking individual for a Jumeirah Sirius Membership Service Advisor. The purposes of this position is to be responsible for accurately and impartiallyhandling high volumes of Sales and Customer service queries in a courteous andefficient manner. These queries will be handle through different channels suchas telephone, email & website. You will also be required to drive and deliver your own performance in line with Jumeirah objectives for revenue, quality and customer service. Your key duties will include: Required to represent the company by applying Jumeirah Hallmarks and guiding Principle and by following the standard operational procedure Provide exception customer service to membership request from members Proactively sell / up-sell and cross sells all products and services within the Jumeirah portfolio in a friendly, professional and efficient manner. Be proactive in customer needs. Complaints are received, recording, resolved and responded in a timely and professional manner as per the KPI’s set Support the loyalty programmes effectively as per the KPI”s set Manage the out bound calls for offers, event invitations and relationship management Manage all the room, restaurant and spa reservations Support all the marketing offers by offering assistance to members Special or urgent cards request which includes making Welcome Pack Process manual retro claims in a timely fashion Manual voucher redemptions (when app is not working/no internet/ SBUs call with issues etc.) Support internal colleagues with any queries or assistant towards the programme Support the administration of the programme Create and maintain member records accurately in the system Member Enrolments, updates and cancellations (base or Elite) Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Maintains financial account by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs Any other duties as may reasonably be requested by the management About you: The ideal candidate for this position should have the following experience and qualifications: Essential: English, spoken and written Additional language are desirable Knowledge of loyalty/hotel System Strong communication skills The ability to competently use Word, Excel and Power Point Practical experience of design and delivery of a range of learning and development activities for colleagues Desirable: Effective at using loyalty software and Hotel System (OCIS /SynXis /Opera/ CRM Web Client-POS / Seven Rooms) Additional languages (especially Arabic, Russian, Mandarin) Competencies: Flexibility & Adaptability Confident in communicating with customers Proactively identifies responsibility for solving problems Able to take charge of the team on the absence of the Team managers Provides positive role model ,inspiring trust, leading by example Works positively with other and contributes actively to promote a healthy team spirit Approaches new tasks enthusiastically Thinks for self and takes responsibility for his/her own actions Takes responsibility for identifying and meet customer needs Follow standard operational procedures and policies where applicable Works independently and seeks clarification and guidance when needed About the benefits: This position offers a highlycompetitive salary and package which includes: fully furnished sharedaccommodation, free transport to and from your place of work, uniform, laundryservices, meals during working hours, You will be entitled to one returnticket to your home destination, which will be paid in two installments, oneper anniversary year, medical coverage as well as accident insurance, retailand leisure discounts, 50% discount off Jumeirah F&B Outlets and reducedhotel rates.