Customer Service- German/Spanish/Italian | Collins McNicholas

Customer Service- German/Spanish/Italian

  • Reference: CJ44975
  • Job Type: Permanent
  • Location: Cork, Cork City, Munster
  • Category: Customer Service, Call Centres & Languages

Responsibilities:

  • Distribution of annual reservation and reminder packages to all Members.
  • Maintenance of correspondence files for all Members, including rental management agreements and requests for changes to reservations.
  • Accurate booking and confirmation of usage options, including reservation for occupancy, exchanges, trades for points, and rentals.
  • Tracking of rental activity and timely payment and accounting of rental inventory.
  • Tracking of sales contracts to ensure education of usage options and reservation materials for new Members, preparing welcome packages.
  • Provide routine arrival information for resort sites.
  • Contribute in educating the Members of usage options available.
  • Assist Member in planning and booking all aspects of their occupancy and special requests.
  • Ensure the smooth transition of all Members from the sales phase to Member Services through proactively contacting Member.
  • Actively participate in the resolution of any issues arising from Member usage and general service issues.
  • Actively determine preferences of Members and communicate to property.
  • Follow quality assurance processes established for Member Services.
  • Set a consistent, excellent example of quality work and positive attitude.
  • Maintain a good working relationship with all interfacing departments to ensure the best possible service to associates and Members.
  • Follow department rules for associate productivity, including overtime, breaks and lunch periods.
  • Must be willing to work shifts, including holidays and weekends, as needed to meet the business demands.
  • Work on special projects as assigned.
  • To cross train and to be familiar with and competent in the performance and understanding of other functions required of the Service Fulfillment department andbe able to fill in asrequired and as directed in the absence of associates who are normally responsible for those duties.
  • To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done quickly with a high degree of quality. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem-solving tools that are available through the Total Quality Management process.
  • To understand the department as a business and to be familiar with any profit objectives and the relationship of the department’s budgetary goals.

 

Qualifications and Experience:

  • Superior customer service skills with an ability to deal with high maintenance Members.
  • Proactive approach with all aspects of Member Services management.
  • Excellent organizational skills and ability to manage multiple priorities.
  • Proven ability to work in a team environment and interact with associates in other departments of the organization.
  • Demonstration of commitment to providing world-class customer service.
  • Previous experience in lodging, interval or fractional ownership industry preferred.
  • Thorough working knowledge of various software programs required (Word, Excel and Access).
  • Thorough working knowledge of specific software programs preferred (IServices, UNIVERSE, CRIS, Marsha, SIEBEL, My-Source, Outlook, LoanServ and Concord (Residence Fees).
  • Completion of the Quality Selection Process.
  • Ability to anticipate needs of Members and to fill Member’s unexpressed wishes.
  • Ability to function in a fast-paced environment handling multiple priorities simultaneously. To be able to deal with situations of a dynamic nature; to be able to modify plans, actions and decisions in light of changing situations and circumstances.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with company policies and procedures.
  • Ability to apply common sense and understanding to carry out detailed, involved instructions; to deal with problems involving several concrete variables in a form standardized situation.
  • Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and business at all times.
  • Being a team player and an excellent communicator is essential.
  • Be able to demonstrate excellent letter writing skills using a high standard of English and the correct grammar and punctuation and be numerate.
  • Be assertive when the situation requires it.
  • To maintain confidentiality regarding all business matters.
  • To maintain an orderly and tidy filing system.
  • To take a proactive approach to customer service.
  • To maintain a working knowledge of all company product lines.
  • Be able to liase effectively with all levels of clientele and levels of the organisation.
  • Fluent oral and written skills in English required; any other European language would be beneficial.

 

For a confidential discussion and more information on the role, please contact Karen Collins on 021 4911064 or email karen.collins@collinsmcnicholas.ie

For more information on our Recruitment and HR Services and to see a full list of our available jobs across Ireland, please visit our website www.collinsmcnicholas.ie

Follow us on LinkedIn and connect with our Recruitment Consultants to discuss the latest jobs, our job searching tips & videos. 


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