Lead Specialist TCOM Guest Services

Job Description

Years of Experience Desired: 1-3 years As a Lead Specialist in Guest Services, youll provide a branded experience with every contact by engaging the guest via Guest Services platform to deepen the relationship and drive loyalty and sales. Youll be empowered to make decisions and resolve guest concerns in a courteous, helpful manner by providing excellent guest service skills, strong work ethic and integrity. Youll learn new technology and solve problems using all available resources and knowledge. You will interact with teams across Target to effectively resolve guest issues in a timely manner, and be responsible for identifying, evaluating, and communicating guest trends to leadership in a prompt manner. Youll need to adapt quickly to the changing needs of the business while displaying a positive attitude and professionalism in interactions both internally and externally. Youll maintain department performance standards and goals related to performance and quality service and have a thorough understanding of policies and procedures to support compliance. You will work in a multi-channel environment (e-mails, phone calls, chat, letters & other non guest facing work types) and need to prioritize work accordingly, while working independently in a fast-paced service center environment. Job duties may change at any time due to business needs. About you: Bachelors Degree from an Accredited University. 1 to 3 years of previous customer service experience, preferably in Chat/ E-mail environment. Ability to interact with guests, team members and internal business partners with a professional, friendly, and empathetic style Excellent verbal and written communication skills, including listening and negotiating. Experience dealing with escalated guest complaints Ability to use various information sources to answer questions, identify problems and appropriately resolve guest issues Open to work in 24/7 shifts, preferably working in US time zones Demonstrates readiness to excel in high-pressure environments, ensuring optimal utilization.