Customer Care Associate

Overview
Interacts with clients through telephone, email, and online in response to inquiries. Provides information pertaining to client requests. Applies knowledge of systems and operations in support of assigned client group. Resolves client questions, complaints, and requests, frequently involving some policy interpretation.

Responsibilities

1. Responsible for managing a customer through the complete implementation and deployment process of a property management system.
2. Develop and maintain a strong supporting relationship with the property through phone calls and emails.
3. Ensure that all appropriate information is provided, received, and verified in preparation for a successful deployment or upgrade of the PM system at property level.
4. Develop pre-work for property administrative tasks and configurations to ensure compliance to brand standards for room types, standard and local rate plans.
5. Manage the customer relationship through the deployment process to ensure satisfaction. Schedule and monitor the completion of the installation.
6. Provide updates to vendors when necessary.
7. Complete all necessary review of configuration documents and successfully initiate and complete cutover and balancing of inventory for installs, escalating when necessary to the appropriate groups.
8. Responsible for managing multiple relationships for deployment at the same time.

Key Skills

• Possess excellent customer service skills.
• Fluent in Turkish and English Languages.
• Have prior hotel work-experience in front-office or other direct customer interface roles.
• Computer savvy resources with analytic and troubleshooting skills and a knack to find solutions to technology-based problems.
• Knowledge of central reservations systems, property management systems, revenue management systems, and global distribution systems considered a plus.

Desirable skills

Experience in planning, implementation, and deployment of Property Management Systems (PMS) such as OperaPMS.