Responsibilities:

• Responsible for handling guest inquiries and complaints, social media mentions, and online reviews.Follows up with customer to ensure problems are resolved successfully and satisfactorily.

• Documents cases clearly and accurately, routes cases to other team(s) as needed for resolution, learnings, and improvement
• Recognizes serious issues and escalates as appropriate for resolution.
• Understands and strives to meet or exceed contact center performance measurement goals.
• Coaches Operators on behaviors most likely to create loyal guests; participates in Operations training classes focusing on guest service.
• Contributes to the development of training materials.

Requirements:

• Bachelor’s degree in English major or any other related area
• Minimum one to two years of customer service experience or equivalent, preferably in a retail/hospitality operations environment