Customer Onboarding - Voice / Blended (3-5 Yrs) role in Hotels & Restaurants

Role Summary:
We are seeking a dedicated and experienced Customer Onboarding Specialist with 3-5 years of experience to join our growing team. The ideal candidate will have a Master of Arts (M.A.) degree and a proven track record in customer-facing roles, specifically within voice and blended customer service environments. You will be responsible for ensuring a seamless and positive onboarding experience for our new guests, guiding them through our services and amenities, and proactively addressing any queries or concerns.

Key Responsibilities:

- Guide new guests through the hotel's services, amenities, and booking processes via phone and other communication channels.
- Proactively reach out to guests post-booking to offer assistance and personalize their stay.
- Address and resolve customer inquiries and issues promptly and efficiently during the onboarding phase.
- Collaborate with the sales and operations teams to ensure a smooth transition for incoming guests.
- Gather customer feedback to identify areas for improvement in the onboarding journey.
- Maintain accurate records of customer interactions and onboarding progress.
- Develop and refine onboarding materials and scripts to enhance customer understanding and engagement.
- Contribute to team goals by achieving onboarding targets and maintaining high customer satisfaction scores.