CRM Analyst responsible for defining and executing multichannel CRM strategies at Decolar. Focused on customer lifecycle optimizations and data - driven solutions.
About the role
- Customer Success Specialist supporting athletes’ and team players with hotel reservations and customer inquiries. Collaborating with internal teams to optimize workflow and customer satisfaction.
Responsibilities
- Assist clients with questions about the overall platform by telephone, email & live chat
- Work with other internal teams to provide high-quality support while meeting service response time goals and maintaining a high customer satisfaction rating
- Continuously working to troubleshoot queries
- Complete any additional customer support responsibilities that assist in creating the best experience for our teams and athletes
- Support individual reservations within team blocks
- Monitor hotel compliance with rooming lists
- Completing, tracking and reporting support tickets through the CRM system
- Ensure all KPIs and service benchmarks are consistently met, optimizing workflow and customer satisfaction.
Requirements
- Ability to multitask and be agile in a fast-paced environment
- Ability to quickly identify and assess customers' needs to achieve satisfaction
- Accepts and welcomes new challenges
- Accountable for being a team member and contributing to goals
- Friendly, professional and confident nature both on the phone and through email communications
- Strong problem-solving skills and ability to collaborate with others
- Ability to gauge your client and adjust your approach
- Organized approach to completing your work to ensure clients and hotel relationships are strengthened
- Detail-oriented and precise team player who enjoys working with others
- CRM experience
- A University or College graduate, Travel & Tourism, Hospitality or Sports Management preferred
- Minimum of 1 year of experience in a tech support or customer service role
- Previous experience in hotel management or sales would be considered an asset
- Travel Industry Council of Ontario (TICO) certification is preferred. Applicants that do not have this certification will still be considered for the position. Successful candidates will be asked to complete this in the first 3 months of employment at the cost of EventConnect.
Benefits
- Competitive salary and benefits
- Casual but energetic work environment made for today’s workers
- Performance-driven culture
- Growth opportunities
- IT equipment provided
- A culture of teamwork, celebrations of success, social gatherings and goal-oriented work
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