Shift- 9 Hours including 1 hour break (between 8 AM to 8 PM)
Working Mode: 100% WFO
PURPOSE OF THE ROLE
The Accommodation Services Specialist is the entry level role for the Accommodation Services division, which is responsible for facilitating onboarding and providing support for all our accommodation partners. An Accommodation Services Specialist will provide support to the Accommodation Services Manager and will support the team with property sign ups, relationships, and coordinate with other departments involved in assigned projects
ACTIVITIES PERFORMED ON THE JOB
Answer partner inquiries / Problem solving:
Emails, Voice (calls), Chat, all Margin Point related activities (including proactive and reactive tasks). Assess problem accurately, first contact resolution, meet & drive KPIs set by the business, appropriate problem solving, articulate resolution to partner, survey sending, handling escalation, partner education, etc.
Investigations - Finance related issues, calculations
Handling complaints
Saving a product - APS, availability, pricing action, cooperation; brand / goodwill building
Provide assistance to Partner Services teams with solving partner enquiries and other related tasks
Communicate with other departments.
Make suggestions for changing procedures and creating processes based on cases handled
Participate in weekly meetings / team meetings
to assign task, discuss team performance
announcements, reminders
Participating in refresher sessions
Training and self-learning about systems and processes
Identifying training needs, refreshing knowledge
Workshop, share case studies, processes
QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED
Qualifications- High level written/verbal language & communication skills, advanced level English, BA degree preferred
Experience- Min. 6 months as a CST Specialist, experience in a multinational company is an advantage, experience in front desk, hotel management or contact center / back office is an advantage
Trainings provided- On-the-job training, AST training / new hire training on processes, procedures, products
Disclaimer: IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.Additionally, as you are aware, effective January 1, 2023, California employers and out-of-state employers with positions that could be filled by workers remotely based in California must comply with Senate Bill ("SB") 1162, which imposes new rules for disclosing pay range information to applicants and employees and new recordkeeping and reporting requirements. Similarly, a number of states and local jurisdictions in the US have enacted laws that require employers to post salary ranges for positions advertised for hire.