Customer Care Advisor

We are far more than a worldwide leader in hospitality. We welcome you as you are.  We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. Every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  Apart from our deep roots in Moncton (in our 29th year), we have an excellent reputation in the community, we take great pride in the work we do, and we have fun doing it!  This is a full time, permanent opportunity to work on-site or remotely with our global community of members and our diverse team at our contact centre in Moncton.

Customer Care Advisor

Our team is growing again!  Are you passionate about Luxury Customer Care, problem solving and helping others? Do you enjoy learning new technology and processes? Are you interested in providing exceptional service for our luxury Accor hotels worldwide, using your problem solving skills to deliver best in class service for our guests.?   If so, consider joining our customer-focused, highly respected team of Customer Care Advisors where you will be responding to guest calls and emails with your creative solutions..

What is in it for you?

• Can be Home Based, Centre-based or Hybrid, the choice is yours!
• Medical and Dental benefits, comprehensive company paid coverage to take care of you and your family
• 2 weeks paid vacation; 13 paid statutory holidays annually
• A company matching Pension Plan
• Annual Wellness Subsidy of $300
• Visit luxury properties around the world at discounted rates
• Fully paid, on-site personalized training in a small group setting
• Ongoing training and learning to continuously grow your expertise

What you will be doing:

Reporting to the Manager, Customer Care

• Respond to emails and calls from our guests, colleagues and hotels in an unscripted environment.
• Asses each situation using good judgement, gathering information, making sound decisions and responding with creative solutions.
• Share insight and feedback received through interactions with our members.
• Maintain accurate records using various software programs.

Your experience and skills include:

• Fluency in English is required, fluency in French is an asset
• Excellent communication skills with the ability to write and speak to guests professionally
• Education and/or experience in sales, customer service, hospitality or tourism
• Seasoned and experienced in handling a range of customer issues and requests
• Creative problem-solving and decision-making skills, proactive and a strong team player
• Computer proficiency with an excellent knowledge of Microsoft Office and Internet browsers
• Ability to navigate multiple computer programs simultaneously while conversing with guests
• An exemplary positive attitude and a passion for offering unparalleled customer service

Location and Remote information:

• This is full-time, permanent, career position, we are not currently hiring for part time schedules, and we do not offer temporary positions for students during school breaks
• Must be currently legally entitled to work full time in Canada
• Must be located in New Brunswick, Nova Scotia, Prince Edward Island, Quebec or the Ottawa region of Ontario, Canada
• Must be able to commit to 4 weeks onsite in our contact centre in  Moncton for initial training/onboarding. We provide accommodations and travel expenses for qualified candidates
• Must be able to commit to a variety of shifts, including evenings, weekends and holidays. Schedule is fixed following training
• For Remote or Hybrid must have a direct connect high-speed internet connection (not wireless or satellite) and a suitable home office workspace

Your team and the working environment:

The Customer Care Team is a close-knit team of experts who take pride in providing luxury customer service for all of our guests. We work collaboratively to ensure a seamless experience for our members and a fulfilling and fun working environment for our team.

Our Commitment to Diversity and Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We are proud to share that in 2022 our Global Reservation Centre won the Diversity, Equity and Inclusion Award from the Chamber of Commerce of Greater Moncton Business Excellence Awards.

We offer a diverse and multicultural workplace where you can live the values that are meaningful to you, including protecting our planet, helping our community and being part of an environment where diversity, equality and inclusion are actively lived. If you’re interested in contributing to industry-leading, award-winning initiatives, you’ll fit right in with us!

To apply visit our career site, careers.accor.com  and use Keyword Moncton

Interested in learning more about our Accor Global Reservation Centre here in Moncton?

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