Service Excellence Advisor

About the role

The Service Excellence Advisor partners with guests to make every Belmond journey unique and legendary. The role owns all steps of the post-reservation process, from follow-up tasks and customer queries to making sure all details are correct and ready for the customer. It works closely with all relevant departments so that required actions are fulfilled in a timely and accurate way.

Key responsibilities

• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as possible.
• Upsell by treating every customer interaction as an opportunity to suggest add-ons such as upgrades, transfers and experiences.
• Quality control all bookings before issuing travel documents, and follow up to obtain missing information or special requests.
• Make sure payments are taken, questions answered, tickets and relevant documentation delivered.
• Ensure every customer receives a personal interaction on their queries.
• Meet SLA targets such as response times, case and queue management, and case classification accuracy in Salesforce Omnichannel.

Required profile

• 2 years' experience in a front office, reservations or customer service role.
• Ability to work without supervision.

Required skills

• Excellent telephone etiquette and verbal communication skills.
• Strong organisational skills and a high level of attention to detail.
• Strong computer proficiency and email communication skills.
• Customer service skills.

What we offer

• Competitive basic salary.
• Loyalty and recognition rewards programs.
• Employee assistance and wellness programs.