Role Summary:

We are seeking for a Contact Centre Specialist to effectively handle of all our individual members requests by telephone and email in line for a Grand Vacations Standards & Procedures. The Contact Centre Agent is also responsible for selling Hilton Grand Vacations products and services contributing to business objectives set by the Client.

Key Responsibilities:

• Handles all telephone calls in line with the Service Standards and Procedures

• Use the reservation systems to process telephone sales for individual members

• Promotes HGV products and services to generate revenue

• Assist members with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests

• Provides relevant information to members to enhance customer service and loyalty

• Responds to member emails in line with the appropriate service level agreements (SLAs)

• Assists members with their online booking and other web queries

• Reports on customer feedback on web functionalities and content

Required Qualifications & Experience:

• Travel & Tourism Diploma (ideal)

• Relevant tourism/Hospitality experience

• BPO Contact Centre Experience

Skills & Competencies:

• Fluent English, oral and written.

• Very good knowledge of Microsoft Office

• A track record in the travel industry either in retail or tour operations/airline/hotel reservations

• Good geographical knowledge, particularly areas featuring Hilton Grand vacation resorts

• Organization and prioritization skills

• Ability to work flexibly to the needs of the business and under pressure

• Ability to think outside the box and be open to new challenges