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6443 vacancies


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Manager (team leader)
Fixed term contract




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Job Offer - Service & Quality Trainer - John Paul Singapore - Accor Jobs

John Paul

14/08/2019

Service & Quality Trainer

Job Reference 509366 Profession Customer Experience and Loyalty | Guest Experience and Satisfaction

Hotel or Entity John Paul Singapore

City
SINGAPORE
State
Singapore
Region/Country
Singapore 
John Paul is the guest relations expert. Thanks to our world renowned concierge brand, we guarantee excellent service both for simple requests and unusual requests alike. What is the John Paul ethos? Impeccable service at all times. The quest for excellence is part of the DNA of the world leader in concierge services. John Paul's ancestors delighted generations of some of the most demanding guests on the planet. As luxury hotel concierges, they embodied their attentive relationship with each of their guests. Now, on behalf of those brands and companies that are most attentive to their guest relationship, John Paul is cultivating the enduring values of the Concierge: memory, intuition, commitment, an exceptional network and unfailing discretion.So John Paul is reinventing the very core of t

Contract

Job Level Job/National under local employment status (or Foreigner already entitled to be recruited for this role) More information
Fixed-term contract: No
Status Full Time
Anticipated Start Date 02-09-2019

Skills

Level of Education
Bachelor / Licence
Areas of study
Tourism
Professional experiences
6 to 10 years
Languages essential
English
Mandarin

Essential and optional requirements

• Fluency in English & Mandarin - both oral and written
• Minimum of 3 years’ experience in a customer service department, previous training and quality control experience is preferred.
• College degree in a related field or an equivalent combination of education, training and experience.
• Must demonstrate a clear understanding and appreciation of contact center concepts and practices, including: use of systems, call routing, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, diverse learning styles, and the unique demands of frontline staff.
• Must have exceptional written and oral communication skills (including presentation skills).

Key tasks

The Service & Quality Trainer primary function is to plan, co-coordinate and lead training and staff development programs for the business utilising internal resources. The role will partner directly with the Management Team to ensure all service levels are met, which include but is not limited to:

• Develop and facilitate training to new and existing employees for all APAC based clients
• Monitor and report on individual and team performance to management
• Drive a customer service focus with the ability to pass on best practice knowledge to the team
• Lead service quality evaluations through call and fulfillment monitoring and scoring.
• Identify areas for improvement and provide solutions
• Participating/hosting weekly Quality Assurance Meetings and Training Metrics review meetings with Clients and JP leadership.
• Directly liaise with the Training & Quality Manager APAC for visibility to all training, quality and people requirements across the APAC region. Develop and facilitate ongoing training to further enhance the knowledge and expertise of all concierges, based on observations, metrics and trends.

Cutting-edge technology, way ahead of its time. John Paul's CRM software uses the latest innovations in Customer Knowledge: natural language, multichannel management, detection of affinity profiles (similar profiles) and personalization of contact channels. The patented proprietary software developed by John Paul has been specifically designed to meet the demands of the job. It is an indispensable tool for concierges to create a close, personalized relationship with guests.

John Paul is an international service available in over 15 languages and based on a network of over 50,000 prestigious partners throughout the world. John Paul has a unique asset: the ability to internationalize the customer service profession by adapting to local culture and developing specific new partners. Its network guarantees unrivalled responsiveness and efficiency, which is then made available to guests. With this window onto the world, John Paul helps promote French-style excellence, home and abroad.