Member Care Agent

3/3/2026

The Member Service Agent will manage high volumes of inbound inquiries across multiple communication channels, ensuring personalized and exceptional service delivery. This includes responding to members via phone, email, and chat, staying updated on Accor Plus benefits, and resolving complex issues professionally.

Working Hours

40 hours/week

Company Size

10,001+ employees

Language

English

Visa Sponsorship

About The Company

Located in the heart of each destination we call home, a stay at any Fairmont hotel is truly unforgettable. Known for grand and awe-inspiring properties and thoughtful and engaging colleagues who aim to make each and every stay a cherished and memorable experience, we have been the stage for some of the most significant moments in global history. As a part of ALL - the Accor Live Limitless Lifestyle Loyalty Program, with 90 exceptional addresses in 32 countries, we are as favored by world leaders and business travelers as we are by families and those with a penchant for luxurious travels. Fairmont Hotels stand at the intersection of elegance and culture, where significant occasions are honored and pivotal global events unfold. Wherever we are situated, our hotels become the cultural and social heart of the community; so immersed in local traditions and so deeply connected to our surroundings, Fairmont Hotels are seen as an essential part of their respective destinations.

About the Role

Company Description

About the Company

Accor is the largest Hotel Group in Asia Pacific, offering accommodation options from Economy to Luxury & lifestyle, across 40+ brands, including the Novotel, Sofitel, Ibis, Mercure, Mantra, Pullman & Raffles.

Our Business

Accor Plus is the most expansive travel, dining, and lifestyle loyalty program in Asia Pacific, supporting a paid membership base of over 460,000 smart travelers and lifestyle enthusiasts. Members enjoy 2 free nights each year, 30% off dining at Accor hotels, 15% off their stays globally across 4,600 hotels, automatic ALL Gold status and much more.

We are super excited to launch our brand new product Explorer with elevated benefits on 1 October. This is Accor Plus’ biggest change in over 30 years of business, making it the most exciting time to join us.

Job Description

In this role as a Member Service Agent, you will manage inbound inquiries across multiple communication channels. More specifically, you are expected to have:

Experience in a contact centre, hospitality, or other customer-facing environment (preferred).
Previous experience in an omni-channel customer service role is an advantage.
Strong rapport-building skills.
Exceptional customer service skills across all communication channels.
Highly developed interpersonal skills.
Demonstrate strong English proficiency, both verbal and written.

Qualifications

Manage a high volume of member inquiries while delivering personalized and exceptional service.
Respond to members across multiple communication channels (phone, email, chat, etc.).
Stay up to date with Accor Plus benefits, hotel offerings, and ongoing promotions.
Adapt quickly to changing member needs and expectations.
Resolve complex member inquiries or complaints in a professional and efficient manner.
Maintain accurate records of member interactions in the system.
Collaborate with internal teams to ensure seamless member experience.

Additional Information

Worldwide Industry benefits
Career development opportunities

Job-Category: Loyalty

Job Type: Permanent

Key Skills

Rapport-buildingExceptional customer serviceInterpersonal skillsEnglish proficiencyInquiry managementAdaptabilityProblem resolutionRecord maintenanceCollaboration