[Hiring] Email Specialist @Four Seasons Hotels and Resorts

Role Description

We have an exciting opportunity for a Part-Time Email Specialist to join our Corporate Worldwide Reservations & Revenue Team.

The Four Seasons Email Specialist is seen as a trusted advisor who exemplifies the highly personalized service for which Four Seasons has been known for over 65 years. Specialists are only an email away and work to understand guests’ needs and interests to confidently recommend and answer questions about and book the perfect Four Seasons experience whether they are travelling for business or pleasure in any of our luxury properties around the world. Email Specialists also provide support through chat and support to some of Four Seasons’ hotels through pre-arrival reservation processing and providing back-up support to our most valued guests as needed on the phone or via email.

This role is a fully remote part-time position working a max of 29h per week – primarily between the hours of, 8:00am to 11:00pm Monday to Friday and 8:00am to 10:00pm Saturday, Sunday and, holidays subject to change. This role will report to the Supervisor, Contact Centre. This role involves interactions with primarily internal stakeholders at various levels.

Key Activities/ What You’ll Be Doing

• Use a consultative sales approach to identify guests’ needs and make relevant, personalized recommendations and answer questions guests have.
• Actively seek opportunities to recommend additional services that add value to the guest experience.
• Book reservations ensuring a high degree of accuracy. Clearly explain rates, availability and cancellation policies pertaining to the reservation.
• Respond to customer service inquiries in a professional, personalized manner.
• Liaise with hotels on behalf of guests and travel professionals.
• Meet or exceed established quality and productivity goals.
• Provide support through chat.

Qualifications

• High School graduate and some college or university courses completed.
• Post secondary diploma preferable.
• 1 – 2 years Email and Telephone Customer Service experience in an inbound call centre environment.

Requirements

• Ability to learn quickly and adapt to a fast paced and often changing environment.
• Self motivated and uses sound judgement when interacting with clients and colleagues.
• Demonstrates a pleasant, courteous, efficient and professional manner in writing or on the telephone as needed.
• Enthusiastic, positive, friendly attitude.
• Reliable and flexible.
• Excellent attendance and adherence to schedules.
• Exceptional customer service skills.
• Excellent interpersonal skills.
• Superior written and verbal communication skills.
• Skilled in use of computers and the Internet.
• Efficient typing skills (minimum 30-40wpm).
• Proven consultative sales skills (including up selling and cross selling).
• Proven ability to overcome objections.

Benefits

• Hourly Base Rate: $25.00 CAD + benefits as part of the total compensation package.