Customer Service Specialist

We are seeking for a Contact Centre Specialist to effectively handle of all our individual members requests by telephone and email in line for a Grand Vacations Standards & Procedures. The Contact Centre Agent is also responsible for selling Hilton Grand Vacations products and services contributing to business objectives set by the Client.

Key Responsibilities:

• Handles all telephone calls in line with the Service Standards and Procedures
• Use the reservation systems to process telephone sales for individual members
• Promotes HGV products and services to generate revenue
• Assist members with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests
• Provides relevant information to members to enhance customer service and loyalty
• Responds to member emails in line with the appropriate service level agreements (SLAs)
• Assists members with their online booking and other web queries
• Reports on customer feedback on web functionalities and content

Required Qualifications & Experience:

• Relevant tourism/Hospitality experience
• Fluent English, oral and written.
• Very good knowledge of Microsoft Office
• A track record in the travel industry either in retail or tour operations/airline/hotel reservations
• Good geographical knowledge, particularly areas featuring Hilton Grand vacation resorts
• Organization and prioritization skills
• Ability to work flexibly to the needs of the business and under pressure
• Ability to think outside the box and be open to new challenges

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