16 ott - Italia
The Leading Hotels of the World
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The Leading Hotels of the World is seeking a Specialist, Centralized Support serving as a consistent first point of contact for support inquiries from member hotels, customers and internal LHW teams. For the foreseeable future, the Specialist spends the majority of the role directly managing and resolving cases in the Hotel Member Support queue while also supporting the expansion of centralized intake to Loyalty and other customer inquiries.
The role captures, assesses and prioritizes requests in Salesforce Service Console; following acceptance, the receiving function owns specialist investigation, resolution and closure. The Specialist also identifies recurring needs that can improve centralized workflows, knowledge content, responsiveness and the overall support experience. This role reports to the Associate Manager, Centralized Support.
This is a full-time position based in Milan.
Our hybrid schedule allows employees to work remotely three days a week and requires office attendance on Wednesdays and Thursdays.
Serve as the shared intake point for Hotel Member Support inquiries and, as the centralized model expands, Loyalty and other customer inquiries from customers, member hotels and internal LHW teams.
Capture, categorize and prioritize requests in Salesforce Service Console using agreed information requirements, service levels and routing rules.
Document the case history, actions taken, supporting information and reason for transfer before handoff; Hotel Member Support Queue and Tier 1 Resolution
Spend the majority of the role directly managing and resolving assigned cases in the Hotel Member Support queue, recording actions, decisions, stakeholder communication and resolution in Salesforce Service Console.
Perform documented initial checks for hotel systems and distribution inquiries. R
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