Advisor - Customer Care 

Does the world of luxury travel, tourism and hospitality attract you?  Do you have a passion for helping others? Consider joining our customer-focused, highly respected team of Customer Care Advisor (Remote Option Available), where you will be responding to calls and emails with your creative solutions for our guests.

What is in it for you: 

• Company paid benefits, with comprehensive medical and dental coverage to take care of you and your family 
• Company matching Pension Plan, an annual wellness subsidy
• 13 paid statutory holidays yearly, 2 weeks paid vacation and free on-site parking
• Perks including very attractive discounted rates to visit our iconic properties worldwide
• The opportunity to work with our diverse team in Moncton and our global community of members, creating memories and connecting people and cultures
• Ongoing training and learning to continuously grow your expertise 

Location and Remote Information:  

• We offer onsite positions at our centre in Moncton, or a Remote (work from home) option, the choice is yours!
• Must be located in one of the following Canadian provinces: New Brunswick, Nova Scotia,  Prince Edward Island or Quebec
• Must be able to attend up to 4 weeks of onsite training in Moncton (accommodations available for qualified candidates)  
• For candidates from Quebec, fluency in both French and English is required
• For remote positions must have a suitable hard wired high-speed internet connection.  All computer equipment is provided for colleagues working from home

What you will be doing:  

• Responding to calls and emails from our guests, colleagues and hotels in an unscripted environment, where we are known as "Heartists”.  Everything we do comes from the heart, and you have the freedom be creative with your guest conversations
• Assessing each situation, using good judgement, gathering information, making sound decisions and responding with creative solutions
• Considering customer needs and sharing insight/feedback received through interactions with the stakeholders involved
• Maintaining accurate records using various software programs

Your experience, skills and availability include:

• Must be able to attend 4 weeks of on-site training in Moncton.  Accommodations provided for qualified candidates. 
  This is full-time, permanent career position, we do not have temporary summer-only student positions and we do not offer part time 
• Fluency in English is required, and fluency in French is an asset (Note: Candidates from Quebec must be fluently bilingual)
• Excellent communication skills, the ability to write and speak to guests professionally
• Able to commit to a schedule that involves evenings, weekends and holidays
• Seasoned and experienced in handling a range of  customer issues and requests
• Creative problem-solving and decision-making skills, proactive and a strong team player
• An exemplary positive attitude and a passion for offering unparalleled customer service
• Computer proficiency with an excellent knowledge of Microsoft Office and Internet browsers is required, and knowledge of Salesforce is an asset
• A minimum of 2  years customer service experience in a business environment

Your team and working environment:

The Customer Care Team is a close-knit team of experts who take pride in providing luxury customer service for all of our guests.  We work collaboratively to ensure a seamless experience for our members and a fulfilling and fun working environment for our team.

To keep our employees and the general public safe from the threat of COVID-19 and the rise of variants in the community, the Accor Global Reservation Centre has implemented a COVID-19 Vaccination Policy.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.