Are you passionate about creating unforgettable customer experiences? Do you thrive in a fast-paced, service-driven environment? Then this is your chance to shine!
As a Contact Centre Agent (SVC), you will be the friendly voice behind the Sun Vacation Club brand - helping members book dream holidays, answering queries, and guiding them through exciting promotions and loyalty programmes.
Job Description
Job Purpose
The Contact Centre Agent (SVC) is responsible for handling inbound and outbound calls to (and from) the Contact Centre for SVC members; listening to guests needs, and answering queries relating to SVC membership, booking reservations, discussing exchange options, and the SVC product range and programmes in line with Company procedures and service standards, with the aim of building brand loyalty and retention, by creating great member experiences and contributing towards SVC return business.
The role will also be responsible for implementing outbound campaigns and projects as required.
Key Performance Areas
Display a knowledge and understanding of all SVC products and facilities (flexi and peak memberships, rentals, calendar, spacebank, membership details etc)
Answer inbound calls received at the Contact Centre in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
Conducting outbound calls to SVC members to assist with the understanding of the SVC product(s) upon becoming an SVC member
Provide accurate information (including SVC membership information, promotion information, functions, facilities, etc.), educating customers on SVC and resort promotions
Elicit and capture the necessary information from members/guests to complete and confirm bookings for Sun Vacation club stays in an accurate and efficient manner
Route and capture special requests on system bookings
Provide updated information in terms of system upholds (changes, additions or cancellations) as required
Send out system generated confirmation letters and allocations to members, ensuring the Operations Team is updated where necessary
Communicate information on the SVC membership benefits programme and the MVG loyalty programme, and be able to provide information to members on the current status of their rewards
Maintain relationships with members to retain and grow customer loyalty within the SVC operation
Understand and troubleshoot complaints received, escalating issues to management where necessary
Liaise with RCI regarding point exchanges on behalf of members
Pull reports from PMS and ORS - including arrivals, stats, unit allocations
Job Requirements
Education
Grade 12
3-Year Hotel School Diploma is an advantage
Experience
2-3 Years' experience in the hospitality or service industry in a front office; reservations, switchboard, guest relations or call centre environment
Knowledge of timeshare is an advantage
Skills and Knowledge
Organising & Coordinating Resources
Collecting Information (sourcing, checking, documenting)
Creating Customer Experiences
Following Procedures
Respond with Urgency
Contextual Reasoning
Maintaining Composure
Integrating (Connecting, Relating, Collaborating)
Assuring Quality
Accommodation pricing structures
SVC Product knowledge
Reservations
Proficient MS Office skills; TSW
Working knowledge of Opera suite
Selling skills
Resort facilities knowledge
Listening
Telephone skills