[ref. a21136620] Coordinator, Loyalty Service
Job Description
General Summary
The Coordinator, Loyalty Service primary responsibility is to support and respond to I Prefer member service email inbox inquiries, resolve I Prefer member queries, handle service escalations and share member feedback. The Coordinator will also be responsible for day-to-day hotel support activities.
ORGANIZATIONAL RELATIONSHIP
This role reports directly to the Manager, Loyalty Service supporting service and operational needs. This role partners with cross-functional leaders on projects, including Regional Management, Marketing, Finance and Sales.
Duties And Responsibilities
The Coordinator, Loyalty Service supports I Prefer members and hotels with daily issue resolution and also works with business partners on process improvements and training.- Supports I Prefer members. This includes but not limited to responding to emails from members that cover topics such as points adjustments, missing points requests, account questions, hotel service issues, password resets, promotional offers and more
- Updates and maintains multiple tools to track call volume and service themes
- Suggests improvements to increase efficiency, hotel service, and training; works with I Prefer team and other internal partners to develop ideas
- Serves as additional support for day-to-day hotel inquiries and activities
- Minimum 3-5 years in a customer service role
- A passion for service excellence
- Customer-first attitude
- Excellent written communication skills in English
- Willingness to take initiative and to follow through on projects
- Extremely organized and detail oriented
- Ability to manage multiple tasks simultaneously
- Hospitality experience preferred
- Proficiency in Excel is required
WORKING CONDITIONS
You will be located in New Delhi or Mexico City with a hybrid work model.
Required Training- I Prefer loyalty system
- SynXis Voice Agent
- Microsoft Dynamics 365
- Jira Service Management
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.