Call Center Support Officer in MVW Singapore Boon Siew Office at Marriott Vacations Worldwide

Date Posted: 1/16/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Job Summary

Communicate with owners and potential owners via telephone to set up and/or activate and/or verify preview package sales/day tours. Explain details and requirements related to attending a sales presentation to potential owners and verify that individuals meet eligibility requirements.

Job Specific Tasks

  • Responsible for slot allocations and schedules.
  • Perform Quality Assurance checks during activation calls to eliminate incident reports
  • Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them
  • Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints.
  • Key in data in system after verified
  • Charge credit card after confirming purchase of package
  • Send e-thank you letter for the purchase
  • Handle inbound calls to invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages.
  • Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
  • Encourage guests or callers to purchase or schedule preview package sales/tours.
  • Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.
  • Answer guest questions about property facilities/services.
  • Maintains an awareness of current events (e.g., news, sports, culture) and information on locations to support to Customer Service focus.
  • Supports with the development and mentoring of other Marketing Team members as requested.
  • Verify all packages sold by the Singapore Call Centre Telemarketing unit
  • Undertake administrative process of packages where applicable
  • Activate current open dated pipeline of packages into available dates and tour slots
  • Performs other duties as assigned.

Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):

  • Associate will be monitored twice a period and must achieve 90% proficiency.
  • Associate must confirm/ verify 90% of the bookings and enter 100% data entry correctly
  • Associate GBS factor should not fall below 80% in a sales month
  • Associate must not fall below 70% of target each sales month

Candidate Profile  

  • Excellent written and oral communicative, verbal and non-verbal listening skills.
  • Fluent in English and Mandarin language as required.
  • Positive and enthusiastic attitude.
  • Presents a professional and knowledgeable image.
  • Ability to represent MVCI in a courteous, enthusiastic and diligent manner.
  • Proven experience using persuasive techniques
  • Experience in direct marketing or promotional sales will be advantageous.
  • Proven ability to work in a team environment and interact with all levels of the organization.
  • Working knowledge of Microsoft Excel and Word
  • Patience and understanding, especially with any language related barriers.
  • Must be able to handle a flexible work schedule which will include weekends and evenings
  • Experience in high volume, fast-paced, results oriented business environments.
  • Fast Learner