Customer Service Subject Matter Expert
HP-CDG IT SERVICES MAROC – RECRUTEMENT
The Customer Care Subject Matter Expert (SME) is a key person in the hospitality industry. The Job of the Customer Care SME is to make sure that interactions (phone/email/letter) of the Customer Care Agents meet the high quality standards in terms of ‘Customer Care Approach’ as well as from a vocabulary and grammatical point of view (both oral and written). The Customer Care SME’s role is to ensure complete qualitative communication of all aspects related to the complete handling of customer’s enquiries and/or complaints. The intention is to assure the highest customer retention possible, so the focus will be to turn around a complaint situation into a positive win-win situation for both the customer and ACCOR. The Customer Care SME will guarantee the quality of the answer to customers’ requests and will consequently use all necessary tools (software, procedure guides, knowledge of trainer) as often as it is necessary. Responsibilities: • Monitor, mentor and train the Customer Care Agents on their interactions with the customers to improve their oral and written skills with regards to the customer care services provided; • Be empathic for the customer’s situation; • Have intimate knowledge of the customer’s needs; • Communicate clearly, proficiently (no grammar mistakes), both written and in speech...
Morocco : Rabat-Salé-Kénitra
2013-09-27
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