Customer Relationship Manager [FTC] - F/M/X

At Accor Tech & Digital, a Customer Relationship Manager plays a pivotal role in managing and resolving customer complaints, particularly those that are sensitive and complex. This role involves collaborating with various internal teams to address concerns related to bookings, stays, and the ALL loyalty program. By leveraging excellent communication skills and a legal-oriented perspective, you will ensure customer satisfaction while minimizing risk to the company's reputation.

Accor seeks candidates with a degree in Hotel Management, Business, or relevant customer relations experience, ideally within the tourism sector. A minimum of 3 to 5 years in customer relations, especially handling sensitive cases, is essential. Proficiency in Salesforce, Resaweb, or the ALL loyalty program is a plus, as is fluency in both French and English. Strong analytical skills and the ability to anticipate customer needs are crucial.

At Accor, we foster a collaborative and innovative work culture. As a Customer Relationship Manager, you’ll be part of a vibrant team dedicated to transforming customer experiences while encouraging personal growth through training and flexibility. Our diverse workforce adds richness to our operations, all while promoting a healthy work-life balance and the ability to adapt your working environment to suit your preferences.

Accor is committed to your career development as a Customer Relationship Manager. We offer tailored training programs, opportunities for continuous improvement, and access to resources like the Digitech Academy. Your career path is defined not just individually but also collectively, ensuring that everyone grows together while nurturing skills that benefit both you and the organization.

The primary responsibilities of a Customer Relationship Manager at Accor include managing incoming customer inquiries and complaints, handling sensitive situations, supporting operational staff with critical issues, and contributing to process improvements. You will collaborate with a variety of departments to ensure effective resolution of customer concerns while providing exceptional service aligned with Accor's values.

A Customer Relationship Manager at Accor should be familiar with several software tools, including Salesforce for customer relationship management, Resaweb for hotel reservations, and Luke for managing customer data efficiently. Knowledge of the ALL loyalty program will also be beneficial in enhancing customer experiences.

Empathy is a cornerstone of the Customer Relationship Manager role at Accor. Working with guests who have experienced issues requires not only excellent listening skills but also the ability to connect with clients on a human level. Demonstrating understanding and compassion while addressing complaints can turn a dissatisfied customer into a loyal advocate for the brand.

When faced with a dissatisfied customer, it's crucial to listen actively and demonstrate empathy. Acknowledge their feelings and assure them that their concerns are valid. Explain the steps you will take to resolve the issue and maintain transparency throughout the process. Having a calm demeanor and displaying confidence can help reassure the customer that you are there to help them.

In responding to this question, share a specific example where you successfully managed a sensitive customer case. Highlight your approach to communication, the resolution steps you took, and any collaboration with other teams. Emphasize the positive outcome and the lessons learned that you can apply to future cases.

Discuss your strategies for enhancing customer relations, such as gathering customer feedback regularly, implementing proactive outreach to at-risk customers, and establishing a clear chain of communication for resolving issues efficiently. Highlight your commitment to continuous improvement and your ability to analyze data to understand customer trends.

When prioritizing multiple urgent cases, assess each situation’s impact on the customer and the company’s reputation. Utilize a triage system to categorize cases based on urgency. Communicate openly with your team to delegate responsibilities and ensure an organized approach to resolving issues effectively.

Showcase your knowledge of the ALL loyalty program by discussing its key benefits and how you would leverage them to create personalized experiences for guests. Share examples of how you could use loyalty data to anticipate customer needs and provide tailored solutions to enhance their overall satisfaction.

Collaboration is vital in addressing customer concerns effectively. Explain how you foster open communication, share insights, and build relationships with colleagues across departments, ensuring that everyone is informed of customer needs and operational challenges. Highlight your team spirit and willingness to contribute to a collective goal.

Prepare for this question by referencing a scenario where you encountered a legal aspect in a customer relations role. Detail how you addressed the issue while working closely with legal teams, ensuring compliance with regulations, while still prioritizing customer satisfaction. Emphasize the importance of understanding legal guidelines and managing risk.

Discuss how technology can streamline customer interactions, improve data management, and enhance communication channels. Highlight specific tools you have utilized and how they improved your efficiency and effectiveness in addressing customer needs. Emphasize that harnessing technology can lead to more personalized experiences for customers.

Some essential qualities include excellent communication skills, empathy, strong analytical abilities, and the capacity to remain calm and professional under pressure. Emphasize the importance of a customer-centric mindset and the ability to think strategically when addressing diverse customer needs.

Staying informed about industry trends involves regularly engaging with relevant publications, attending workshops or webinars, and participating in networking events. Share your commitment to ongoing professional development and how you apply new insights to enhance your effectiveness in a Customer Relationship Manager role.