Homework Assignment for
Session 2
1. Think + create a statement that
describes what you want to be known for, what expertise + talents you wish to
feature:
I have been
working for Air France for 28 years, always in contact with customers, which
provides me with a strong commercial background.
I am strongly
customer oriented, and aware of the importance of being careful, and always
listening to customers’s feedback.
In my last
position, I was in charge of implementing Global Corporate Contracts concluded with
major Companies implemented all over the world.
Global
Account Managers are in charge of negociating the contracts with the Companies,
and once it is done I was in charge of the implementation part.
I was also in
charge of the servicing actions linked to the corporate travellers of those
Companies having an agreement with us, in order to facilitate their corporate
trip and that they have a good trip experience.
I also really
appreciate group work and will always willingly assist colleagues if necessary.
I am also
very thorough in my job, always anxious to improve my skills and work in
compliance with the procedures.
2.
Read
an article on Optimizing Your Linked In Profile: done.
3.
Research
at least 5 job posting for the type of position that you see as your next
career step:
-
Customer Advisor:
Key Purpose of the Role:
To act as a vital part of the team delivering high quality, responsive and
accurate 'first contact' services to customers.
Responsibilities of Customer Advisor:
* Deal with all forms of customer contact at
first point of contact, seeking first contact resolution wherever possible.
* Take ownership of customer queries,
working within agreed customer standards.
* Provide accurate and up to date information…
• To guide, inform and assist customers
• Natural
interest in people and a desire to help customers
in many different and sometimes diverse situations
• Ability to
learn and retain a high level of product information…
-
Customer
Service Representative:
Customer-oriented
service representative.
This person
will act as a liaison, provide product/services information and resolve any
emerging problems that our clients might face with accuracy and
efficiency.
The target
is to ensure excellent service standards and maintain high customer
satisfaction.
Strong
communication skills required.
-
Customer
Service Manager:
If you have
relentless desire to drive process improvement and motivate and lead a team of
exceptionally driven, customer-obsessed customer service associates and team
leads, all while analyzing systematic issues and implementing solutions to
challenging problems.
A Customer
Service Manager (CS Manager) sets the vision, direction, and culture of their
teams by managing individual and team performance expectations and goals,
providing individual coaching feedback sessions, maintaining singular focus on
ensuring and improving customer satisfaction, monitoring real time service
levels and schedule adherence, and serving as leaders and point of contact for escalated
contact resolutions.
-
Event
Organizer:
If you're
outgoing, self-motivated and have a proactive approach to work, you may enjoy
working as an event organiser
As an event
organiser you'll have responsibility for putting on a range of events.
You'll
manage the whole process from the planning stage, right through to running the
actual day itself and the post-event evaluation.
The role is
very hands-on and often involves working as part of a team.
Responsibilities
As an event
organiser, you'll need to:
·
liaise with
clients to find out their exact event requirements;
·
produce
detailed proposals for events (for example, timelines, venues, suppliers, legal
obligations, staffing and budgets);
·
research
venues, suppliers and contractors, and then negotiate prices and hire;
·
manage and
coordinate suppliers and all event logistics (for example, venue, catering,
travel);
·
liaise with
sales and marketing teams to publicise and promote the event;
·
manage all
pre-event planning, e.g. organising guest speakers and delegate packs;
·
coordinate
suppliers, handle client queries and troubleshoot on the day of the event to
ensure that all runs smoothly and to budget;
·
manage a
team of staff, giving full briefings;
·
organise
facilities for car parking, traffic control, security, first aid, hospitality
and the media;
·
make sure
that insurance, legal, health and safety obligations are followed;
·
oversee the
dismantling and removal of the event and clear the venue efficiently;
·
produce
post-event evaluation to inform future events;
·
research
opportunities for new clients and events.
Skills
You will
need to have:
·
organisational
skills and attention to detail;
·
communication
and interpersonal skills;
·
negotiation
skills when looking for the best price from venues, suppliers and contractors;
·
time-management
skills and the ability to work under pressure to ensure the efficient running
of an event;
·
project
management experience;
·
problem-solving
skills and diplomacy;
·
sales a marketing
skills to promote the event and attract sponsorship;
·
the ability
to manage budgets as you'll be responsible for event budgets;
·
a flexible,
target-driven, proactive approach;
·
administrative
and IT skills;
·
self-motivation
and enthusiasm.
-
Guest
Ambassador:
Guest
Service Expectations:
·
Smile and
make eye contact
·
Welcome with
a warm greeting
·
Energetic
and enthusiastic service
·
Entertain
with hospitality
·
Thank
and appreciate the business
Essential Job Functions:
·
Maintains
the reception area by assisting team members, guests, applicants and all
visitors.
·
Enthusiastically
welcomes all team members and visitors, and transitions them to the appropriate
staff member.
·
Responds to
needs of guests, applicants and team members or directs them to the appropriate
person or department in an expeditious manner while maintaining exceptional
customer service.
·
Answers
incoming phone calls and ensure that calls are directed to the appropriate team
member or department.
·
Assists
guests, applicants and team members by maintaining team member and department
directories.
·
Maintains a
positive and welcoming presence while conducting oneself in a professional
manner at all times.
·
Responsible
for building, maintaining and nurturing relationships with team members, guest
and all visitors.
·
Maintains a
safe and clean reception area by complying with procedures, rules and
regulations.
·
Responsible
for the department inventory and ordering of supplies.
·
Prepares
outgoing mail; sorts and coordinates the distribution of incoming mail.
·
Provides
administrative support to the department.
·
Assists as
needed with team member events.
·
Performs all
other duties as assigned.
