Digital Customer Care

Adecco is an International HR and Consultancy firm. Our client, a key player in the hospitality sector, is looking for a Digital Customer Care.

Our client, a key player in the hospitality sector, is looking for a Digital Customer Care.

The successful candidate will be responsible to provide attentive and exceptional digital customer service.

Main responsibilities: 

• Contribute to position the hotel as the leading Mauritian hospitality brand in the 3* & 4* market segments; 
• Bring the hotel closer to its customers, who now actively use digital platforms to research and review products, purchase services, and communicate problems; 
• Engage guests before and after their stay; 
• Convert potential guests into clients; 
• Escalate the customer profiling & knowledge; 
• Increase customer satisfaction;
• Answer and follow up efficiently guests’ requests, questions or issues on all online platforms (social media, blog, website, e-Shop, TripAdvisor, …), regarding the products, practical or technical information and the destination, in a timely and accurate manner;
• Set up and update support documentations and support forums in line with the brand language guidelines.

(i) Update and/or develop FAQ (Frequently Asked Questions) for all online platforms    
(ii) Update support documentations based on routine customer correspondence, for future reference purpose  
(iii) Update support documentations according to the products changes/evolutions 

• Monitor replies on online review websites (TripAdvisor, HolidayCheck, Booking.com, …)  

(i)  Monitor feedback and requests received from past and future guests through online review sites. 
(ii) Liaise with the hotel-teams to gather all relevant information. 
(iii) Draft responses in line with our brand language/voice and sending/publishing them in a timely manner.

• Address inquiries via Zendesk (e-ticketing platform) to concerned parties, follow up on replies and close ticketing
• Call to action 

(i)  Escalate and communicate guest feedback to all concerned parties (Marketing- Consumer Management, Community Manager and e-Marketing, Sales, e-Commerce, Operations & Community Ambassadors, …)  
(ii)   Develop processes for better serving customers

• Monitor KPIs: track and manage response-rate, response-time, rate of successfully solving problems, time to solve problem, etc.   

Candidate profile: 

• Great interpersonal skills 
• Consumer / Customer oriented
• Excellent standard of written, French & English minimum (German is a plus)
• Reactive and problem solver
• Organization, focus and attention to detail