Membership Advisor (English & Japanese) in MVW Singapore Boon Siew Office at Marriott Vacations Worldwide

Date Posted: 1/28/2021

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

The Membership Advisor will be responsible for servicing inbound member calls from our exclusive Marriott Vacations Club Member base.  This position will complete reservations and encourage member retention through value-added delivery.  

CORE WORK ACTIVITIES

  • Handle in-bound calls within stipulated service levels
  • Assist customers in vacation planning and worldwide hotels reservations through the system
  • Assist in resolving customer care issues and handle customer enquiries.
  • Takes responsibility for call logs and documentation into the system
  • Optimize booking opportunities and promote customer retention and loyalty.
  • Answer emails with accuracy, clarity and simplicity in a customer friendly as well as professional manner.
  • Works cross functionally with other departments to ensure business needs are addressed and customer satisfaction achieved.
  • Meet up with members for one on one program education (by appointment only) on an ad-hoc basis
  • Roll-out the Membership Advisor program (Asia Pacific) version
  • Expand on Member Profile – data in TSW and mean of communication
  • Book First Day Benefits & Book Reservation using Club Points in Club Resorts
  • Book Hotel Accommodation using Marriott Reward redemption, rentals, Express Breaks, Exchange requests)
  • Send acknowledgement confirmation to members after every request.
  • Post-Stay follow-up – Welcome Home contact (work with TSW for system generated email) to assess level of Member Satisfaction
  • Bi-annual follow-up call/email to Member to stay connected as well as encouraging future bookings
  • Fulfill Literature Requests (facilitate Member requests for information)
  • Fulfill trade for Marriott Bonvoy and issue certificates.
  • Accept Club Dues and Loan Payments.
  • Accept purchases of reload points (to work together with Sales to establish a process)
  • Accept referral names (to work together with Owner Referral to establish a process)
  • Assist with contract modifications after closing (to work closely with Contract Admin)
  • Assist with name changes and resale’s after closing (to work closely with Contract Admin)
  • Initial Service Recovery (escalated issues to be handed to Member Services Admin for problem resolution)

JOB REQUIREMENTS

  • Candidate must possess at least a Diploma or higher.
  • 1 year of working experience in the related field is preferred
  • Experience with travel related system (Marsha, TimeshareWare) will be an advantage
  • Customer service oriented
  • Good Communication Skills
  • Excellent telephone etiquette, good written and verbal communication skills
  • Ability to multi-task and work independently with minimal supervision
  • Highly proficient in Microsoft Word, Excel, PowerPoint and Outlook
  • Applicants must be willing to work on weekends and Public Holidays when scheduled to
  • Willing to work on rotating shift
  • Required language(s): Candidate must be fluent in English and Japanese (minimum N1 level of JLPT or J1 level of BJT) in order to communicate with Japanese speaking members and customers
  • Singaporean or Singapore Permanent Resident or existing Dependant's Pass holder is highly preferred.