Customer Relations Manager L3 - M/F/X

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

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

We are the Commercial, Digital & Tech department 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 English Operations & Guest Executive team based at head office in Paris and integrate within the Guest Care Department. You will work daily with teams in Cape Town and Cairo, 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 Accor loyalty programme or certain crisis situations.  

• Some cases require legal expertise or the involvement of Accor's various departments (Legal, Security, Technical, Operations, etc.) to effectively resolve these priority issues.  

Your mission: 

• Managing and analyzing urgent and escalated 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 sharing your knowledge, to increase collective skills. 

• Thinking outside of the box to provide the best possible experience to our guests. 

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, RESA web, Luke and/or the ALL loyalty program would be a plus. 

• Pack Office 

• Native English, with excellent communication skills is required (both written and spoken). French is a plus.  

• Rigorous and organized 

• Self-starter 

• Excellent interpersonal skills 

• Ability to work in a fast and reactive paced environment  

• 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, summarize and to think outside of the box 

• Ability to anticipate a potentially sensitive situation 

• Know how to propose solutions; show common sense and proactivity 

Accor dares to impact:  

- the world   

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.  

• We adopt a continuous improvement approach to reduce the impact of digital on the environment 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.  

- Specifically, at Accor Tech & Digital: 

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces. 

• Every Wednesday afternoon, dedicate your time to deep work and personal development. 

• Work in a multicultural and English-speaking environment. 

• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications. 

and also, 

• ALL - Heartist® 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 €600 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.  

• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas. 

Your talent and motivation are our only selection criteria. 

We value the richness of the diverse nationalities, personalities, and professional backgrounds. 

We know how to adapt to the specific needs of our employees, including those with disabilities. 
We encourage all applications, regardless of gender, so go ahead and apply! 

Recruitment is all about people!    

Is this mission appealing to you? 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.  

1. An interview with the team manager responsible for the role you are interested in.   

1. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.  

1. 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.  

1. A personalized feedback.  

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