CRM Specialist
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About the Role
Synopsis Pulse CRM is the main tool for Guest Relations to handle guest complaints and interaction, from case creation to paying compensation. The tool is yet to.
Key Skills for This Role
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Job Description
Synopsis Pulse CRM is the main tool for Guest Relations to handle guest complaints and interaction, from case creation to paying compensation.
The tool is yet to be used to its fullest capacity and capabilities to reduce case AHT and automate case creation and categorization.
The CRM Specialist will use business intelligence analysis to drive CRM improvements for Guest Relations and the wider team.
Liaising between Guest Relations and the T&I team, the CRM Specialist will use and analyze findings to identify and deliver automation and CRM improvement opportunities, to improve customer experience throughout the complaints process.
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