Team Leader Member Services at Bangkok Owner Services Office with Marriott Vacations Worldwide - Career Site

Date Posted: 6/8/2018

Job Snapshot

Job Description

ESSENTIAL JOB QUALIFICATIONS:

  • Minimum of three (3) years' experience in hospitality /Customer Service or call center related field.
  • Ability to work alone with minimal supervision.
  • Cheerful and enjoy interacting with people.
  • Strong communication and written skill
  • Good English (TOEIC 750, IELTS 6 or TOEFL 550)
  • Excellent computer skills.
  • Native Japanese
  • Arrange age at least 28year old

JOB SPECIFIC TASKS

  • Be available to answer all inbound calls in a timely and efficient manner by maintaining a business like manner at all times.
  • Acknowledge and answer any personal written correspondence received from owners/members in a timely and efficient manner.
  • Work as an advocate for owner/member in resolving complaints and to educate them on their vacation ownership.
  • To ensure that all issues are responded to and closed within a satisfactory period of time and if necessarily follow up with resorts and Customer Resolution in order to resolve issue.
  • Exercise good judgment when handling owners/members' calls and complaints.
  • To be willing to train and share skills / knowledge with new team members on all procedures, processes as it relates to Usage, Marriott Rewards, Exchange Company and promotion changes etc.
  • Assist owners/members with finance-related issues, including Maintenance fee collection and account status enquiries.
  • Assist with owners/member exchange requests and liaise with Marriott Rewards and Interval International accordingly, including membership requests, confirmations, account updates and certificate issuance/renewal.
  • Provide New Owners/Members Education as and when required.
  • First point of escalation from team for all escalated issues. Work with Manager to resolve escalated issues requiring compensation.
  • Assist Manager with scheduling and productivity related tasks. To be able to arrange Associates daily roster and special roster such as Public Holidays.
  • To provide training and coaching to new associates. To ensure effective communication of information relevant to MVW, customer service skills and systems knowledge as well as on going training.

  • To focus on quality customer service, building relationships, accuracy, productivity and associate motivation by providing effective training and counseling to associates.
  • To work with Management to establish realistic and challenging service standard and goals, and to identify and address through progressive discipline, undesirable behavior identified while monitoring associates.
  • Track reoccurring issues and determine root cause of service breakdowns. Work with Manager to analyze and improve related processes. To achieve department Goals.
  • Responsible for developing interdepartmental processes for new initiatives from Corporate, Sales, Owner Services, Quality Assurance and Operations etc . . .
  • 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.
  • 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.
  • To strive to become an independent associate, and to be able to analyze problems and to formulate plans to overcome challenges, to get work done quickly with a high degree of quality.
  • 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
  • To use Standard Operating Procedures of Vacation Experience, Marriott Vacation Worldwide 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.
  • To maintain a clean, neat well-organized work place which projects a professional atmosphere and free of hazards
  • 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.
  • 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.
  • To have demonstrated ability to communicate verbally and written in a positive encouraging manner with associates and managers.
  • 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.

Other

  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVW and Marriott International polices and procedures.
  • Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
  • 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.
  • Maintain a strong knowledge of all MVW product lines & systems, including CRIS, PURE, iServices, Universe, PSAR, MySource, Siebel, MS Excel, MorgageServ, Superuser, Web user admin, TimeshareWare and other programs.
  • To be able to demonstrate a strong knowledge of the Marriott Rewards Program and MVW operation. A thorough understanding of current / past promotions is essential.
  • Maintain computer systems knowledge (Windows XP, E:Mail, Word etc)
  • Work with all MVW colleagues as a team, supporting the needs within that team and those of the business at all times.
  • Maintain a high level of confidentiality and professionalism with all information concerning associates, peers, marketing information, and management decisions.
  • Assist Manager in preparing and performing associate appraisals. Be a resource to the Manager in the hiring of new associates.