Lodging & Hospitality Resolution Associate

Company Description

Sutherland is seeking a motivated and passionate person to join us as a Lodging & Hospitality Resolutions Associate. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Description

Lodging & Hospitality Associates in this role get to:

Be the Point of Contact; answer inbound calls to provide exceptional customer service to consumers. Respond to inquiries about products and services, processing payments, or performing general account maintenance. Up-selling customers to new products or services may be encouraged.

Responsibilities:

• Answers calls and responds to emails
• Identifying and solving customer challenges, including mediating between guests and hosts, and escalating issues appropriately
• Handles customer inquiries both telephonically and by email
• Researches required information using available resources
• Multi-tasking to monitor and control concurrent tasks simultaneously
• Provides customer service information
• Enters new customer information into system
• Updates existing customer information
• Processes reservations
• Routes calls to appropriate resource

Qualifications

Our most successful candidates will have:

• Must be able to pass a criminal background check as needed.
• Must be 18 years and older.
• A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Must be able to train and / or work onsite.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.

Additional Information

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland's business.