Contact Centre Agent

Job Purpose

The Contact Centre Agent (SVC) is responsible for handling inbound and outbound calls to (and from) the Contact Centre for SVC members; listening to guests needs, and answering queries relating to SVC membership, booking reservations, discussing exchange options, and the SVC product range and programmes in line with Company procedures and service standards, with the aim of building brand loyalty and retention, by creating great member experiences and contributing towards SVC return business.

The role will also be responsible for implementing outbound campaigns and projects as required.

Key Performance Areas

• Display a knowledge and understanding of all SVC products and facilities (flexi and peak memberships, rentals, calendar, spacebank, membership details etc)
• Answer inbound calls received at the Contact Centre in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures
• Conducting outbound calls to SVC members to assist with the understanding of the SVC product(s) upon becoming an SVC member
• Provide accurate information (including SVC membership information, promotion information, functions, facilities, etc.), educating customers on SVC and resort promotions
• Elicit and capture the necessary information from members/guests to complete and confirm bookings for Sun Vacation club stays in an accurate and efficient manner
• Route and capture special requests on system bookings
• Provide updated information in terms of system upholds (changes, additions or cancellations) as required
• Send out system generated confirmation letters and allocations to members, ensuring the Operations Team is updated where necessary
• Communicate information on the SVC membership benefits programme and the MVG loyalty programme, and be able to provide information to members on the current status of their rewards
• Maintain relationships with members to retain and grow customer loyalty within the SVC operation
• Understand and troubleshoot complaints received, escalating issues to management where necessary
• Liaise with RCI regarding point exchanges on behalf of members
• Pull reports from PMS and ORS – including arrivals, stats, unit allocations

Education

• Grade 12
• 3-Year Hotel School Diploma is an advantage

Experience

• 2-3 Years’ experience in the hospitality or service industry in a front office; reservations, switchboard, guest relations or call centre environment
• Knowledge of timeshare is an advantage

S****kills and Knowledge

• Organising & Coordinating Resources
• Collecting Information (sourcing, checking, documenting)
• Creating Customer Experiences
• Following Procedures
• Respond with Urgency
• Contextual Reasoning
• Maintaining Composure
• Integrating (Connecting, Relating, Collaborating)
• Assuring Quality
• Accommodation pricing structures
• SVC Product knowledge
• Reservations
• Proficient MS Office skills; TSW
• Working knowledge of Opera suite
• Selling skills
• Resort facilities knowledge
• Listening
• Telephone skills

Equity

• Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

POPI Statement

• Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
• Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.