Customer Relationship Manager [FTC] - F/M/X

Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 2,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.

Accor Tech & Digital, jobs in the tech field where intelligence is above all human !

Job Description

We are the Digital & Business Factory of the Accor group,

the innovation and transformation laboratory of the global leader in the hospitality industry;

With our 700 Heartists, we bring together the best of hospitality and the best of tech & digital.

Our ambition: to offer personalized, memorable, and sustainable experiences.

Here, we give birth to new ways of traveling in each of our 5,500 hotels, closest to our 100 million customers in 110 countries.

Here, we are at the heart of a fantastic playground for designing and creating digital products and services, for our customers and our hotel teams, generating maximum value for our company.

Here, your scope will have no boundaries, so dare to impact on the world with us!

Here is where your greatest challenge awaits you:

• You will join the Guest Executive team based at head office in Paris and integrate the Care and Contact Centers Department. You will work on a daily basis with experts in Rabat and Moncton, as well as with Accor representatives at head office and in various countries.
• This involves handling and resolving the most sensitive and complex cases for Accor customers, who remain dissatisfied or contact members of the Executive Committee, concerning their booking process, their hotel stay, the ALL loyalty programme or certain crisis situations.
• Some cases require legal expertise or the involvement of Accor's various departments (Legal, Security, Technical, Operations, etc.) in order to effectively resolve these priority issues.

Your mission:

• Managing and analyzing incoming customer requests and complaints, received by post and email, relating to their disappointing experience with the Accor group.
• Contributing to the handling of cases in certain crisis situations.
• Taking all necessary precautions to minimize legal and image risks for the Accor group.
• Supporting operational staff in resolving sensitive issues.
• Anticipating and implementing processes to manage certain situations effectively.
• Contributing to the team's reference documents and share your knowledge, in order to increase collective skills.

Qualifications

And you?

• Degree in Hotel Management, Business School, Customer Relations or experience in the tourism industry
• 3 to 5 years' experience in customer relations is required, ideally in the handling of sensitive files with a knowledge of the law
• Knowledge of Salesforce, Resaweb, Luke and/or the ALL loyalty program would be a plus.
• Pack Office
• Excellent communication skills in French and English are required (both written and spoken).
• Rigorous and organized
• Self-starter
• Excellent interpersonal skills
• Demonstrate strong team spirit, even remotely
• Able to show empathy, good listener
• Customer and legal oriented; able to remain calm in the face of dissatisfied customers while respecting the rules set by the company and the RGPD
• Has a keen ability to analyze and summarize
• Ability to anticipate a potentially sensitive situation
• Know how to propose solutions; show common sense and proactivity

Additional Information

Accor dares[ML1]  to impact:

- the world

• We are committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
• On the tech side, we are committed to reducing the impact of digital technology across all our projects.

- your career:

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.
• We value the richness of diverse nationalities represented, from various backgrounds, encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees, especially those with disabilities.

- Specifically, at the Digital & Business Factory

• Expanded remote work and no meetings on Wednesday afternoons,
• Continuous improvement & training: Hackathons, exceptional technological partnerships, dedicated talent management, and a specialized platform for training, Digitech Academy & certifications.

and also,

• Work from Everywhere: Personal access provided to over 500 coworking spaces, many of which are within our hotels.
• ALL Heartists Program: Unforgettable stays and experiences at all Accor locations and partner venues worldwide.
• Heartist for Good Program: Commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
• Sustainable Mobility Package up to €700 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).
• €10 meal vouchers.
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
• And at our Issy les Moulineaux site: Collaborative workspaces, an employee restaurant, unlimited coffee, gaming and sports areas, a concierge service, and a park just across the street 😉

Is this mission appealing to you?

Recruitment is all about people!

Apply, and we will offer you:

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
2. An interview with the team manager responsible for the role you are interested in.
3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.
4. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.
5. A personalized feedback.

#accordigitalfactory

dares ? @LEONE Aurelie [ML1]