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  • JW万豪-我心所属之地

万豪国际大中华客户服务中心-广州海航大厦

职位:电子沟通专员 E-communications Specialist(已停止招聘)
  • 职位性质:全职
  • 工作地区:广东省广州市
  • 招聘人数:2人
  • 学  历:本科
  • 工作经验:不限
  • 所 在 地:不限
  • 户 籍 地:广东省 广州市
  • 提供食宿:不限
  • 年龄要求:不限
  • 计算机能力:不限
  • 语言要求:英语(流利)中国普通话(良好)
  • 国际联号工作经历:不限
  • 薪资待遇:面议
  • 职位有效期::2019-04-08至2019-07-07
职位描述

Position Purpose

 

· The E-Communications department touches every single aspect of Starwood. This team is an early-warning system, giving Starwood daily insight on guest needs, experiences and opinions, as well as almost real-time notice of challenges and opportunities including website outages.

 

· The E-Communication (E-Comm) Departments at Starwood offer “distinctive” customer service to guests via e-mail, chat, social media and phone. We, the Starwood E-Communications Department, have the culture and the expertise to make excellence happen.

 

· As a team, we will anticipate the client’s needs to establish new standards of excellence in E-communications and customer service to create and maintain customer loyalty. We are flexible in adapting to innovative technologies and surpassing the limits of tradition to provide expert customer services for our guests and our hotels.

 

· Embracing the image of Starwood Hotels and Resorts, we work smarter every day to create and maintain connections with the global community – one guest at a time.

 

 

Responsibilities:

 

· Process, investigate and resolve electronic communications received primarily by email, chat and phone generated by guests through their direct interaction with Starwood Hotel & Resorts.

 

· Review correspondence received to address specific issues with an applicable explanation, solution and/or compensation using a combination of systems with proper electronic communications format including proper business letter composition and excellent spelling and grammatical skills.

 

· Assist guests with the Sheraton, Westin, Luxury Collection, St. Regis, Four Points by Sheraton, W Hotels, Le Meridien, Aloft and Element websites, as well as with the Starwood Preferred Guest website by interpreting and analyzing research in order to effectively respond and resolve member concerns.

 

· Identify any underlying problems/issues and contact various sources to solve the issues (example properties and corporate services etc.).

 

· Follow up as needed on all correspondences that is outsourced or forwarded to another department to ensure the issue is addressed.

 

 

Requirements:

 

· Bachelor degree and above, with excellent written and verbal communication skill in English, CET-6/TEM-4 is required, TEM-8 will be preferred.

 

· At least 2 years of relevant work experience in hotel, tourism, customer service, public relationship, etc.

 

· Well versed in Microsoft Word, Excel, internet and emails applications.

 

· Ability to work independently and exercise initiative.

 

· Strong aptitude for customer service and attention to details.

 

· Willing to take shift duty including weekend and public holidays.