Job Summary The Account Manager will work with the Tink Labs Account Management team to help hotel partners unlock the full value of handy. The Account Manager will formulate and execute strategy to increase revenue and impact for hotel partners, enhancing the handy customer experience to its fullest potential.
Essential Job Duties
Helping hotel partners maximise handy’s potential value:
Develop and own an overall account management plan
Develop strategies to help hotel partners optimise their use of handy
Train hotels on the latest value enhancement features from handy
Monitor and analyse how hotel partners are using handy to boost revenues and guest satisfaction, and develop data-driven recommendations to hotel partners to further enhance handy’s value
Regularly meet and coordinate with partner hotels to drive the implementation of handy’s features suite, constantly applying, refining, and innovating best practice approaches
Identify opportunities to expand business by upselling new features and services
Liaise with other teams within Tink Labs to solve relevant hotel related issues as escalated by the Customer Services team
Scope of Responsibility
The Account Manager is responsible for managing key hotel accounts and should build relationships with hotels to ensure a deep understanding of their needs and the delivery of tailored recommendations
The Account Manager is responsible for up selling handy premium features to hotel partners and ensuring customer success
Knowledge and Skill Requirements
Superior analytical, data-driven problem-solving skills consistent with those employed by leading consulting firms
Highly effective verbal and written communication skills
Fluency in English
Ability to effectively advise senior management
Proficient in Excel, PowerPoint, and Word – Fluency in SQL, Tableau, and other data analysis tools useful
Strong interpersonal skills to build client relationships
An engaging, enthusiastic and flexible team player
Education and Experience
2+ years working in either consulting or hospitality, account management/customer experience roles preferred.
Occasional travel – with extent likely to vary depending on region and need
Tink Labs is a series-C funded travel technology company based in Hong Kong, with offices in London, Singapore, Paris, Milan, and Istanbul. We are the global leader in hospitality guest service technology, with over 3 million hotel room deployments scheduled for 2017.
Our flagship product handy is a complimentary smartphone amenity installed in hotel rooms for guests to use both on and off hotel property, providing them with free unlimited connectivity, up-to- date information, and a mobile commerce platform. The service is already live in 10 cities globally – in key gateway cities like Hong Kong and Singapore, handy is deployed in 50% of all hotel rooms.
Through a B2B2C distribution model, our mission is to not only elevate the guest experience of our hotel partners and drive incremental guest spend, but to also build an in-destination tourist platform that can target the US$ 1.25 trillion international travel spend wallet through a combination of advertising, commerce, and more.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases