Administrative Customer Services Specialists X 2 Job Details
Industry:
Other
Job Type: Full Time
City: Lancaster
Post Date: 18/10/2011
Job Description: We are currently recruiting for 2 Administrative Customer Services Specialists at our Lancaster Offices. Purpose of Role To provide consistent, positive, professional and timely response to queries, issues and complaints raised by existing Diamond Resorts International® Members and potential members, including those related to membership and company activity. Main Areas of Accountability *To be familiar with corporate vision and goals. *To actively support company policy and best practice in relation to our brand values. *Confidently and professionally respond and resolve member issues on daily basis by all communication methods - email, telephone, written format and in person. *To uphold and maintain current HSIRM published service levels in respect of acknowledgement and/or responses to any communication received from members, non members and colleagues. *Take ownership of individual issues from inception to resolution irrespective of content. *Monitor overall response rates to ensure personal efficiencies maintained and exceeded. *Be able to use own initiative and process matters without supervision. To be empowered to make informed decisions relating to problem solving for members through investigation, observance and merits. *Expectancy per day dependent on rostered duties pro-rata: email 30-40 issues per day/letter 5-10 issues per day/telephone - target set daily/weekly/monthly as directed by team leader and manager. *Administer and process reservation and booking confirmation advice communication. *Administer and issue relevant documentation to members/non members to assist with travel insurance claims - according to official procedure and legislation. *Administer and process ad hoc member benefits & associated tasks - as requested, upon direction and subject to HSIRM workload. *To be confident to make informed decisions that are justified and fair and in line with department and company policies. *Analyse own performance to identify the standard of service being provided to members and issues of concern/improvement. *To identify own training and development needs and provide feedback to team leader. *To understand correspondence content and feedback to team leader/manager/company on possible changes/amendments to avoid recurrence. *To be conversant with new products, services and knowledgeable on the latest methods of promotions relating to Diamond Resorts International®. Actively research all areas of Diamond Resorts International® operations to ensure all team members are able to respond to Members queries. This could be in response to a specific query, or in order to proactively research new products or offers and ensure the rest of department are fully conversant. To implement/adopt new procedures following customer research and feedback. *Have the ability to discuss own performance with team leader and manager. *To handle escalated issues from team leader/manager and from team to ensure they are proactively addressed, and provide feedback on resolution to team leader. Knowledge / Skills / Experience Strong customer focus, inter personal understanding and decision making skills are essential. Minimum of 2 years experience in administrative, customer service & quality assurance role. Making active attempts to influence events to achieve goals - contributing to create a positive and enjoyable environment to work in. Ability to positively influence team members. Diplomacy - ability to develop professional relationships with team and managers and create an environment of trust, confidence and mutual respect. Full understanding of English language, spelling & grammar essential. Letter writing skills - be able to compile and release written communication to members without instruction or guidance. Listening skills - practice effective listening skills. Follow up - monitor timely outcome of issues. Key Dimensions Ability to work on own Ability to work as part of team Confidence to undertake specific projects pertinent to department & company objectives Special Features May involve some travel for educational purposes. May involve some travel for business purposes (Club AGMs, Member Committee Meetings) Click APPLY NOW to make an application
Company Name: Johnston Press
Job Type: Full Time
City: Lancaster
Post Date: 18/10/2011
Job Description: We are currently recruiting for 2 Administrative Customer Services Specialists at our Lancaster Offices. Purpose of Role To provide consistent, positive, professional and timely response to queries, issues and complaints raised by existing Diamond Resorts International® Members and potential members, including those related to membership and company activity. Main Areas of Accountability *To be familiar with corporate vision and goals. *To actively support company policy and best practice in relation to our brand values. *Confidently and professionally respond and resolve member issues on daily basis by all communication methods - email, telephone, written format and in person. *To uphold and maintain current HSIRM published service levels in respect of acknowledgement and/or responses to any communication received from members, non members and colleagues. *Take ownership of individual issues from inception to resolution irrespective of content. *Monitor overall response rates to ensure personal efficiencies maintained and exceeded. *Be able to use own initiative and process matters without supervision. To be empowered to make informed decisions relating to problem solving for members through investigation, observance and merits. *Expectancy per day dependent on rostered duties pro-rata: email 30-40 issues per day/letter 5-10 issues per day/telephone - target set daily/weekly/monthly as directed by team leader and manager. *Administer and process reservation and booking confirmation advice communication. *Administer and issue relevant documentation to members/non members to assist with travel insurance claims - according to official procedure and legislation. *Administer and process ad hoc member benefits & associated tasks - as requested, upon direction and subject to HSIRM workload. *To be confident to make informed decisions that are justified and fair and in line with department and company policies. *Analyse own performance to identify the standard of service being provided to members and issues of concern/improvement. *To identify own training and development needs and provide feedback to team leader. *To understand correspondence content and feedback to team leader/manager/company on possible changes/amendments to avoid recurrence. *To be conversant with new products, services and knowledgeable on the latest methods of promotions relating to Diamond Resorts International®. Actively research all areas of Diamond Resorts International® operations to ensure all team members are able to respond to Members queries. This could be in response to a specific query, or in order to proactively research new products or offers and ensure the rest of department are fully conversant. To implement/adopt new procedures following customer research and feedback. *Have the ability to discuss own performance with team leader and manager. *To handle escalated issues from team leader/manager and from team to ensure they are proactively addressed, and provide feedback on resolution to team leader. Knowledge / Skills / Experience Strong customer focus, inter personal understanding and decision making skills are essential. Minimum of 2 years experience in administrative, customer service & quality assurance role. Making active attempts to influence events to achieve goals - contributing to create a positive and enjoyable environment to work in. Ability to positively influence team members. Diplomacy - ability to develop professional relationships with team and managers and create an environment of trust, confidence and mutual respect. Full understanding of English language, spelling & grammar essential. Letter writing skills - be able to compile and release written communication to members without instruction or guidance. Listening skills - practice effective listening skills. Follow up - monitor timely outcome of issues. Key Dimensions Ability to work on own Ability to work as part of team Confidence to undertake specific projects pertinent to department & company objectives Special Features May involve some travel for educational purposes. May involve some travel for business purposes (Club AGMs, Member Committee Meetings) Click APPLY NOW to make an application
Company Name: Johnston Press
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