Customer Experience

4 semanas atrás


Brazil QI Profissional Tempo inteiro
Descrição: La Torre Resort, localizado em Porto Seguro (BA) contrata Customer Experience com vivência em hotelaria e/ou turismo.O Customer Experience desempenhará um papel fundamental na melhoria da experiência do cliente no estabelecimento de hotelaria e hospitalidade. Será responsável por criar e implementar estratégias que garantam que os hóspedes tenham experiências excepcionais durante sua estada. O candidato ideal deve ser apaixonado por atendimento ao cliente, possuir habilidades de liderança e análise crítica e ser capaz de colaborar com diversas equipes para alcançar resultados positivos.E habilidades em combinação de ferramentas métricas de performance da equipe e do empreendimento hoteleiro, como por exemplo: Net Promoter Score (NPS), Avaliações Online e Mídias Sociais, Customer Effort Score (CES), Taxa de Retenção de Clientes, Desempenho da Equipe (KPls), CRM (Customer Relationship Management), CSAT (Customer Satisfaction).

Requisitos:

Experiência comprovada em cargo ou função de Customer Experience, Customer Support, Customer Success, Pleno e/ou Sênior, Relações Públicas, em hotéis, resort ou empresas de turismo;Prática em comunicação, marketing e pós-venda;Forte habilidade com ferramentas do pacote office, em especial o Excel;Habilidade em combinação de ferramentas métricas de performance da equipe e do empreendimento hoteleiro, como por exemplo: Net Promoter Score (NPS), Avaliações Online e Mídias Sociais, Customer Effort Score (CES), Taxa de Retenção de Clientes, Desempenho da Equipe (KPls), CRM (Customer Relationship Management), CSAT (Customer Satisfaction);Aptidão para criar relatórios e análises de dados de pesquisas e interações com os clientes, com o objetivo de identificar tendências e insights.Competência em realizar pesquisas, transformar dados em informações, identificar pontos de melhorias, monitoramento de canais de comunicação, de reputação da marca e da jornada do cliente;Talento para identificar padrões e tendências de comportamentos dos clientes e análise detalhada de feedbacks, apontando o esforço percebido pelos hóspedes na interação com o hotel, a fidelidade dos clientes ao produto hoteleiro, contribuindo também para avaliar o desempenho operacional das equipes;Vivência em desenvolver programas de atendimento personalizado, que valorizaram a integração e experiência dos hóspedes ao produto hoteleiro;Capacidade de analisar detalhadamente os feedbacks dos hóspedes, se antecipando as necessidades dos clientes, promovendo aumento na pontuação de satisfação dos clientes;Visão estratégica e habilidade de implementar práticas inovadoras;Educação avançada, cursos relacionados a Customer Experience;Graduação, de preferência, em cursos de Relações Públicas e/ou Marketing.

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