Current Size: 100%

5156 Guest Experience Consultant (Employment Service)

Job Order #: 
5156
Location: 
Toronto
Rate of pay: 
TBD
Shift: 
25- 30 hours per week Mon-Sat 7a.m.-3p.m. Sun 10a.m.-3p.m.
Contract Type: 
Job Category: 

Industry:  Call Centre

Overview:

As a Guest Experience Consultant, you are the face of our Call Centre. Your role will be to ensure all contacts offer the best experience to our guests. You will assist our department achieve our objectives and goals by: placing error free orders, quickly and efficiently; solving the concerns of our guests in the fastest and most effective way possible; answering all questions knowledgably; and providing prompt, professional, innovative and courteous service on all contacts.

Responsibilities:

  • Answer inbound Guest calls
  • Process external customer orders by phone
  • Log all guest complaints effectively and efficiently
  • Respond to and resolve questions and complaints regarding guest ordering and dining experiences
  • Resolve guest complaints according to established guidelines 
  • Support guests throughout their contact with the company
  • Seize all opportunities to increase sales and develop the business
  • Ensure accuracy of all orders and complaints
  • Knowledge of all menu and promotional offers
  • Build guest loyalty by providing an exceptional contact
  • Provide timely actions and follow-up to guests and Brand partners
  • Interact with all Brand partners (including, Restaurant Associates and Home Office), in a courteous and competent manner
  • Compliance with all operational requirements
  • Performs other duties as assigned

Requirements:

  • Excellent communication, organizational, analytical and time management skills
  • Proactive and goal-oriented individual who enjoys working with people
  • Adaptability
  • Excellent customer service skills
  • Excellent team work skills
  • Results and process oriented 
  • Strong problem-solving skills
  • Ability to work under pressure and as a part of a team in a fast paced environment
  • Ability to multi-task
  • Proficiency in MS office applications
  • Punctual and reliable

Key Challenges

  • Keeping up with a fast paced environment
  • Defusing and ‘winning back’ irate guests
  • Maintaining a positive Brand image at all times
  • Keeping up to date on all menu and Brand information

Job Requirements

  • Must be willing to work flexible hours
  • Required to work evenings, with shifts starting between 3pm to 5pm  Flexibility to work later shifts, ending between 10pm and 2am  Must be able to work on Mother’s Day, Father’s Day and Valentine’s Day, and other ‘black-out’ periods as communicated
  • Required to be available to work a minimum of 15 hours a week or two shifts
  • Must be able to work two of the three weekend, evening shifts – i.e. Friday/Saturday, Friday/Sunday or Saturday/Sunday, weekly
  • Flexibility to take on additional shifts as needed

Qualifications

  • High school diploma or higher preferred
  • 2 years sales and customer service experience (over the phone) an asset
  • Retail experience an asset
  • Restaurant experience an asset

What we offer you

  • A welcoming, fun and safe work environment
  • A workplace founded on respect
  • Opportunities to be a valuable member of a close-knit team
  • A strong and effective training program
  • A supporting and encouraging Leadership team
  • Potential for personal development
  • Career opportunities within a leading Canadian Company

This posting is only for clients who have registered with the Employment Service Program.  If you are interested in this position, please apply by clicking this link:  medwards@tropicanaemployment.ca.

 

Contact person: 
Maxine Edwards
Wed, 2018-11-28 13:32
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