Contact Centers Operations Coordinator- English

7 months ago

กรงเทพมหานคร, Thailand AccorCorpo Full time

Company Description
**Why work for Accor?**
- We are far more than a worldwide leader. We welcome you as you are and support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us you can continue to explore limitless possibilities.
- Every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
- Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS

**Job Description**:
This primary focus of this role is to ensure we are achieving the best results in quality, sales, and customer satisfaction. You will have the ability to motivate and coach our external agents daily for Chinese-speaking markets, as well as handling heightened customer concerns and needs worldwide.

**What is in it for you**:

- The opportunity to work with our diverse team both in Bangkok and in Paris, as well as our global community of coordinators, creating memories and connecting people and cultures.
- Ongoing training, learning, and continuously grow your expertise.
- Strong sense of belonging

**What you will be doing**:
Reporting to the Director of Contact Centers Operations based in Paris, France this position is responsible for:

- Monitoring the quality of the cases handled by the reservation and customer care external agents to drive results by implementing action plans.
- Coaching, training, and conducting in person (or online) sessions, to improve agent’s performance, knowledge, and efficiency.
- Improving productivity and agent satisfaction by actively communicating with central teams.
- Monitoring and sharing results with central and operational teams
- Gathering and sharing market intelligence.
- Handling escalated issues by following up with team leaders or hotels to ensure guest satisfaction, retention, and timely responses.

**Qualifications**:
**Your **experience** and skills include**:

- Hotel Management / Business school diploma or has hospitality work experience
- 3 to 5 years of previous guest relation, audit or quality control experience required
- Contact center and/or training experience a plus
- Excellent communication skills in English is required (written, spoken, read).
- Must demonstrate a good knowledge of the guest culture within their perimeter
- Must demonstrate excellent customer service skills
- Have a good understanding of the China market consumerism behavior and cultures.
- Additional languages is a plus
- Excellent interpersonal relation skills
- Analytical
- Problem-solving and decision-making skills, proactive and a strong team player
- Strong leadership
- Autonomous
- Sales skills
- Exceptional organizational skills and the ability to meet tight deadlines
- Must work well under pressure in a fast-paced environment, with an ability to prioritize while executing in a tactful manner
- Computer proficient with an excellent knowledge, Microsoft Office and Internet browsers
- Familiar with using Chinese social media tools like Wechat.

Additional Information
**Your working environment**:
Job based in Bangkok, Thailand with up to 50% travel

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