Customer Care Consultant

Purpose of the position  

Pursue Customer Satisfaction by managing Transport Efficency, fostering positive Customer relationships and managing crisis cells with efficient and reassuring solutions for Customer 

Responsibilities 

Be responsible for Customer Satisfaction and Customer Loyalty 

Be responsible for Transport plan &Transport Margin and for optimising Transport to use as a Sales booster 

List of tasks :

Mission 1: Lead Customer Relation and crisis cell with efficient solutions to increase Customer Loyalty 

Create and communicate a non-crisis process to respond to Customer request, boost sales and increase loyalty (follow-up Tripadvisor, Afterstay OBC comments, emitted buono…), roll out and measure with simple KPIs. 

Create and communicate Crisis processes with Monitoring board. Define crisis cell, steps to manage it, people involved (Sales, Customer, Marketing, Operations, Finance, Lawyer…), KPIs to follow. 

Structure and manage the compensation system following global guidelines. Approve appropriate compensation and measure the ROI. (Level of crisis suggested solution based on Customer loyalty program). 

Handle and manage relations with lawyers when necessary. 

Lead and anticipate crisis situation, providing quick solutions and reassuring Customer. 

Mission 2 : Source and negotiate the most appropriate offer for individuals and groups in line with the country’s strategy and build trustworthy connections with airlines companies 

Find the most appropriate transport offer on the market in line with the country's strategy and with corporate security rules, and adapt if necessary 

Negotiate best fares and conditions with partners and formalize contracts (including IT & marketing contracts, Net fares, override payouts best cancellation conditions, seats allocation and best seat sale) 

Build and recommend transport prices for season opening 

Proactively communicate with /meet Airlines stimulating and co-coordinating joint promotions  

 Build and maintain relations with Airline Companies in order to pursue positive cooperation and push extended support for our customers 

Update constantly the team and Club Med Benelux about special offers for TO, airline news and evolutions, limits or restrictions 

Mission 3: Optimize the transport margin without harming Club Med competitive positioning, evolve the stop over program (attractive, simple with add value) and integrate tailor made 

Monitor the transport margin with the RAF during closing, forecast and budget process 

Follow-up prices very carefully, and adjust prices in the system (NA) if necessary (fuel surcharge, taxes…) 

Monitor capacity and risks and take action if needed with airlines and other T.O.s 

Getting refunds on airport taxes for non-consumed flights 

Monitor and evolve constantly the stop over program guaranteeing attractiveness and value 

Pursue the successful implementation of tailor made 

Mission 4: Ensure the maximum fluidity of sales and quality of services and coach the salesforce to be autonomous 

Follow-up charters committed seats: increase / decrease of capacity according to sales evolution, alert the Country Manager immediately when applicable 

Optimize the leading of manual request: Answer manual request and find proactive solutions to decrease the number of manual requests 

Constantly identify new transport axis and communicate to the Transport Coordinator new transport axis and define common action plans 

Supervise Charters & negotiated fares programming, charters ticketing, ferry, transfers, miscellaneous operational tasks and relations with potential airport partner 

Ensure tickets and E-tickets are sent on time, according to internal procedures  

Ensure the overall GMT satisfaction 

Ensure appropriate sales team/ customers information 

Manage the ticketing for GO staff & GO villages 

Identify training needs on sales tools, Product knowledge expertise and Sales Techniques 

Create, roll out and monitor KPIs of Training plan 

Performance KPI’s 

Customer Care Centre KPI 

- Transport Margin, block seats (Allotment, raf, BVT), crisis cells report, autonomy of Sales force, technical support coaching, Training, % use of Buono, customer satisfaction indicators  

Reporting & Management 

Reporting: Club Med Benelux director  

Management: Customer Care Agent 

Profile requested :

Education: Bac + 

Job experience: Experience in the Sales industry & / or Conciergerie industry, Transport, team leadership, Customer Relations  

Knowledge:  

Group Sales policy, CM range of services and products, B2B and/or B2C sales conditions, call centre expertise, local commission rates and systems, sales processes, Discount process, Transport processes, CGV 

Team management (evaluation, coaching, development), act in line with the Group and Cluster strategy, anticipating. 

Argumentative skills, client oriented. 

Technical skills: 

CXO, NA, Amadeus is a plus, Oracle, Excel, Word, Outlook 

Languages: 

French & English: Dutch is a plus 

Behaviour: 

Entrepreneurial spirit, persistent & demanding, open-minded, team player. 

Target oriented.