Support Consultant - Hospitality

Department: WWSC - Hospitality

Reports To: Manager - WWSC Hospitality

Location: Bangalore

Date: 2008/02/20

Summary:

Resolve customer questions and/or problems, over the telephone / via email or other communication modes, within a wide area of product.

Role and Responsibility

Works both individually and as a team member of a support team.
Analyse customer information to identify problems and concerns.
Deliver quality and timely resolutions to problems.
Escalate and initiate follow-up to other service areas when appropriate.
Document customer contact activity and maintains accurate problem resolution data in the Call Management System.
Uses tools such as web conferencing, instant messenger, emails and other available electronic tools to solve customer issues.
Make best use of the available knowledge base to resolve customer issues.
Intiate self learning and enchancement of skills and competencies in different areas / modules of the product (s)
Recognise a call that needs to be brought to a Supervisors attention.
Manage own workload and outstanding calls.

Essential Education, Skills and Environment

Educational qualification: Bachelor's degree in hotel management preferred or equivalent years of experience.

Previous experience: Minimum 4 years of experience.

Skills