Island Routes - Guest Experience Associate

Montego Bay, St. James, Jamaica

Full Time

Contact Center

Mid Level

Guest Experience Associate

The Guest Experience Associate is responsible for monitoring the Customer Service standards and ensuring that Island Routes Caribbean Adventures delivers the highest level of Customer Service possible; resolve all guests/clients' concerns and/or complaints to a satisfactory conclusion and to ensure that no guest/client leaves less than 100% satisfied.

Responsibilities:

Manage and handle all customer service problems/issues from all Sales Channels.
Knowledge of the product enough to be able to handle customer service problems/issues.
Maintain an orderly workflow according to priorities.
Investigate customer’s issues and follow issues through to resolution.
Investigate and handle incidents from third-party vendors (e.g. VIP Attractions).
Investigate and handle incidents from Tour Operators.
Respond promptly to customer inquiries/issues.
Communicate effectively and efficiently as required with the various stakeholders (Partners and supporting Departments).
Keep accurate records and documented customer service actions and discussions.
Analyze statistics and compile accurate reports.
Provide weekly/monthly reports to the management team.
Participate in developing service procedures/manual/SOP for the department.
Any other duties as assigned by management.

Qualifications:

Minimum of a First Degree in Business Administration or related discipline.
At least 2 years’ experience in the Hospitality/ Customer Service field.
Advanced Computer Literacy.
Must have advanced proficiency in Microsoft Word, Outlook, Excel, and PowerPoint.

Competencies/Specific Knowledge & Skills Required:

Must have excellent written and oral communication skills.
Must be able to multi-task and have Project Management Skills.
Excellent decision-making skills, ensuring company standards are met and upheld.
Must be organized and detail-oriented.
Excellent interpersonal skills.
Must be self-motivated, works well under pressure, and a quick learner.
Ability to work on own initiative.
Must be able to develop/maintain constructive working relationships internally and externally.
Must exhibit integrity, professionalism, and good deportment at all times.
Must be confidential.
Must be flexible.

Please note: Only shortlisted candidates will be contacted. Thank you for your application!

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This notice is provided by The Enterprise by IR in accordance with the Data Protection Act of Jamaica. It explains how we collect, use, and disclose your personal information when you apply for a job with us.

The Company collect personal information from you during the job application process, which includes:
Your contact details (name, email address, phone number), Employment history, qualifications, educational background, References, Information you provide in your CV, cover letter, or additional application materials, Demographic information (including nationality, visa/work permit status (if applicable), Interests and hobbies and Licenses or certifications.

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To assess your suitability for the job you applied for, To contact you regarding your application, To verify your information and qualifications and To comply with legal and regulatory requirements related to recruitment

We may share your personal information with the following parties:
Third-party companies seeking candidates for the vacancy, Background check providers (subject to your consent) and Government agencies if required by law.

The Company takes steps to ensure the security of your personal information. Your information in a secure environment and use appropriate technical and organizational measures to protect it from unauthorized access, disclosure, alteration, or destruction.

Under the Data Protection Act, you have certain rights regarding your personal information which can be found at https://www.islandroutes.com/terms-and-conditions.

The Company may update this notice from time to time and will post changes on our website.

If you have any questions about this notice or your privacy rights, contact us at [email protected] and [email protected].

You are not obligated to provide any information you are not comfortable sharing. However, not providing certain information may affect your application.*

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Island Routes - Guest Experience Associate

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