Backoffice Assistant

Description

**Description and Responsibilities:** **Schedule:** Monday to Friday, from 9 a.m. to 6 p.m. Saturdays on rotation, 40 hours/week **Level:** Professional **Employment Type:** Permanent – CLT **About the Company:** Montreal Clube de Hospedagem has been operating in the tourism industry since 1986 and aims to inspire people to have unforgettable travel experiences. Over this time, we have transformed thousands of individuals into loyal travelers through our Club. We have an extremely dedicated team focused on delivering the best experience for our customers: exemplary service, curation of top-tier hotels, and assistance throughout your trip. **Responsibilities:** * Prepare the department’s monthly report – quantitative data (number of complaints, reasons for complaints, financial impact resulting from the validity of each complaint), values, and comparisons with previous months, using a specific system; * Support the preparation of opinions regarding requests sent by the legal department concerning procedures and/or services provided to company clients; * Analyze recordings related to highly complex issues and associated procedures, using a specific system; * Ensure adherence to resolution deadlines for out-of-schedule reservation requests (exceptions) under your responsibility, by monitoring the queue of registered requests in a specific system; * Present hotel partner campaigns and measure and provide their results, using a specific system; * Reassign reservations whenever requested, in cases where partner hotels are unable to honor scheduled reservations, using a specific system; * Provide support to Customer Service Centers and SESUA whenever necessary, ensuring clarification of questions related to customer service; * Provide exclusive support to hoteliers via telephone and email ( \[E\-MAIL REMOVED] ); * Follow up with hotels regarding overdue responses to submitted requests (cancellation requests, reservations, and modifications), by contacting hotel representatives via telephone; * Assist the billing cancellation area (Customer Retention) in cases where reservation requests were denied due to lack of availability. **Requirements:** * Currently pursuing a bachelor’s degree; * Experience in customer service; * Proficiency in Portuguese; * Logical reasoning. **Benefits:** 3 annual bonuses, Childcare allowance, Discounts on company products, Health insurance, Dental insurance, Life insurance, Meal voucher, Food voucher, Transportation voucher