Loyalty & Care Service Associate - Dutch Market

Position Summary

To support the Loyalty & Care services desk by offering polite, friendly and helpful services to guests, making reservations, answering phone calls, mail, fax and email queries on the loyalty programme; by understanding and resolving problems as they arise and by assisting colleagues and working as a team toward complete customer satisfaction.


Position Pre-Requisites

Fluency in both English and Dutch both written and spoken.
Second Level/Leaving Cert Equivalent
At least 1 year relevant experience


Duties and Responsibilities

Process all single property/Guest/Email/OTA reservation requests, changes, and
cancellations received by phone, email or chat.
Verify all reservation information with customers to ensure accuracy.
Service Loyalty member accounts including loyalty account services, missing stays, customer care services, password unlocks and resets.
Understand Case Management essentials.
Deliver an effortless customer experience by responding positively and timely to customer
questions, concerns, and requests.
Demonstrate a global understanding of our brands and embrace the diversity of our guests.
Use your empowerment to solve complex, escalated issues, start with an apology and use First Contact Resolution while addressing customer service needs in a professional, positive, and timely manner.


Benefits

Private health insurance, life assurance from day one.
Pension Scheme
Relocation provided for successful candidates based outside of Ireland.
Paid holidays, Service days, Public holidays, as well as leave of absence and Paid Sick leave. Compassionate Leave, Paid Maternity Leave, Parental Leave and Force Majeure Leave.
Awards and Recognition, with financial value.