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Customer Relationship Manager

Il y a 3 mois

IssylesMoulineaux, Île-de-France Accor Temps plein

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 hotel industry.

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

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

Here, we are giving 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 of designing and developing digital products and services for our customers and hotel teams.

Here, your scope will know no boundaries, so dare to have an impact on the world

Your greatest challenge awaits here:

You will join the Customer Service Directorate team based at the headquarters within the Customer Contact Centers. You will work daily with experts on private data in Rabat, Moncton, as well as with Accor contacts from different countries. Your role involves handling and resolving the most sensitive and complex cases of Accor customers, regarding private data protection or requiring legal expertise. While applying appropriate data processing to customer requests, you will engage with various Accor departments (Legal, Technical, hotels, Hub, CRM team, etc.) to efficiently resolve cases within the timeframe imposed by GDPR.

Your mission:

Manage and analyze incoming customer requests and complaints received by postal mail and email regarding personal data. Contribute to case handling in certain crisis situations. Take all necessary precautions to minimize legal and image risks for the Accor group. Provide support to operational coordinators for resolving sensitive cases. Be proactive in implementing processes to effectively manage certain situations. Qualifications

And you?

Possession of a degree in Hotel Management, Business School, Customer Relations, or experience in the tourism industry 3 to 5 years of experience in customer relations are required, ideally in handling customers' personal data. Proficiency in Salesforce, Résaweb, Luke, and/or the ALL loyalty program would be a plus Proficiency in Microsoft Office Suite Excellent communication skills in French and English are necessary (both written and spoken). Rigorous and organized Autonomous Excellent interpersonal skills Demonstrates strong teamwork, even remotely Capable of showing empathy; is a good listener Customer-oriented and legally minded; can remain calm in front of unsatisfied customers while respecting the rules set by the company and the GDPR. Shows a keen analytical and synthesis skills Able to anticipate a potentially problematic situation Able to provide/suggest solutions; demonstrates common sense and proactivity Additional Information

Accor dares 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 - 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 €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:

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. An interview with the team manager responsible for the role you are interested in. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire. 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. A personalized feedback.

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