Courtesy Call Agent

*** Position Description
- The Courtesy Call Agent is responsible for the service of the Accor Plus loyalty program by obtaining membership feedback through Courtesy calling activities.
*** Reports to
- Member Care & QA Manager - VP
*** Key Accountabilities
• Courtesy Calls - 4 & 8 months.
• Referrals 1 in 2 calls
• To motivate customer to use the card and create needs for customer to use card by informing current promotions (red hot rooms etc..) + update on new hotels + painting picture and also plan their next stays, introduce and guide members to use mobile APP/website...
*** Tasks and Performance Indicators
- Courtesy Calls
+ Tasks
• Call members using the relevant Courtesy Call script.
• Re-advise terms & conditions of membership where necessary.
• Prompt FOC usage based on advance booking immediately and suggest hotels for dining.
• Assist the member with general inquiries in regards to the hotels, their locations and the membership.
• Ask member prompting questions about referrals (ie family, friends, colleagues) on every courtesy call made. Advise of Referral Certificate & free renewal offer
• Accurate and complete membership details. Obtain missing details.
• Ensure accurate data entry of all additional member details obtained.
• Get member's feedback and ensure
• Follow feedback process to determine appropriate distribution of member's appropriate action.
• Update the member with any changes
• Member aware of latest hotels and with regards to the hotels and the membership.
• Confirm and update membership
• Accurate and complete membership details. Obtain any missing details directly in Netsuite.