Job Summary
Responsible for providing quality and efficient customer service to the Marriott Vacation Club, Asia Pacific (MVCI) members, MVCI properties, the MVCI Sales Offices through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counselling, training, and problem solving. To assist and manage Members issues in timely manner and completing resolution and to serve as a resource for members relating to the MVCI product, usage and resort information.
Core Work Activities
1. Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
2. Provides statistical and performance feedback and coaching on a regular basis to each team member to build relationships, improve productivity and associate motivation.
3. To ensure that all issues are responded to and closed within a satisfactory period of time and if necessary follow up with resorts and Customer Resolution in order to resolve issue.
4. To conduct regular call monitoring/call coaching to focus on quality customer service and accuracy of the associates.
5. To work with Management to establish realistic and challenging service standard and goals, and to identify and address through progressive discipline, undesirable behaviour identified while monitoring associates.
6. Assists the manager with daily operation of the call centre to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
7. To be willing to train and share skills / knowledge with new team members on all procedures, processes as it relates to Club Usage, Marriott Bonvoy, Interval International and promotion changes etc.
8. Assist Advisors and Support team on escalation issues when needed.
9. Work as an advocate for the customer in resolving complaints and to educate them on their vacation membership.
10. Acknowledge and answer any personal written correspondence received from members in a timely and efficient manner.
11. Be available when needed to answer all inbound calls in a timely and efficient manner by maintaining a business-like manner at all times as and when required.
12. Exercise good judgment when handling member calls and complaints.
13. To support training team in providing training and coaching to new associates as and when required. To ensure effective communication of information relevant to MVCI, customer service skills and systems knowledge as well as on-going training.
14. To work with Training Executive to develop and maintain quality and consistency standards for the department
15. Track reoccurring issues and determine root cause of service breakdowns. Work with Owner Services Manager (Training and Operational) to analyse and improve related processes. To achieve department Goals.
16. Responsible for developing interdepartmental processes for new initiatives from Corporate, Sales, Member Services, Quality Assurance and Operations etc.
17. To be willing to train and to instruct other members of the department and the operations by passing along skills and information to assist them in their development and advancement.
18. To help create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance our customer service programme.
19. To strive to become an independent associate, and to be able to analyse problems and to formulate plans to overcome challenges, to get work done quickly with a high degree of quality.
20. To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available throughout the total quality management process
21. To use Standard Operating Procedures of Vacation Experience, Marriott Corporation Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.
22. To cross train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.
23. The ability to function calmly in a fast paced environment handling multiple priorities simultaneously. To be able to modify plans, actions, and decisions in light of changing situations and circumstances.
24. To have demonstrated ability to communicate verbally and written in a positive encouraging manner with associates and managers.
25. To maintain a traditional and attitude of having the desire to provide excellent service to associates in the centre and to all customers. This, in turn, will support their efforts to provide excellent service to customers and to associates of the operations. To response sensitively to the needs and feeling of others, regardless of status or position, to accept interpersonal difference, and to maintain rapport.
26. Perform all tasks in a timely manner ensuring all deadlines are met.
27. Comply with MVCI and Marriott International policies and procedures.
28. Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
Preferred Qualifications
- Education - Minimum University Degree
- Minimum of two (2) years of experience in call center is preferred
- Supervisory experience in managing a group of associates as well as call center is preferred
- Ablility to assist with Asia Pacific Points program, Marriott Vacation Club Destination (MVCD), MVCD Exchange Program Australia (Australia Club) and Legacy Week
- Applicant must be fluent in English and Japanese Language
- Applicants must be willing to work on weekends and Public Holidays when scheduled to
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