Team Leader at Singapore Boon Siew Office with Marriott Vacations Worldwide - Career Site

Date Posted: 4/10/2018

Job Snapshot

Job Description

MARRIOTT VACATION CLUB ASIA PACIFIC (MVCI)

Where Dreams Come True

We are the world's largest pure-play timeshare company and develop well-known timeshare brands including Marriott Vacation Club, The Ritz-Carlton Destination Club and Grand Residence Club by Marriott. We offer a range of opportunities for talented individuals to encourage our clients to experience the joy of taking holidays the Marriott way!

We invite you to discover the career of a lifetime. We are seeking qualified individuals to join our team at our Singapore Regional Office.

By joining the MVCI big family, an attractive package awaits you:

  • Discounted worldwide holiday accommodation
  • Multi cultural work environment;
  • Attractive salary and benefits package;
  • Firm commitment to the development of careers;
  • Supportive, Professional and Fun working environment

Team Leader

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.

Job Responsibilities:

  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Be available to answer all inbound calls in a timely and efficient manner by maintaining a business-like manner at all times as and when required.
  • Acknowledge and answer any personal written correspondence received from members in a timely and efficient manner.
  • Work as an advocate for the customer in resolving complaints and to educate them on their vacation membership.
  • 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.
  • Exercise good judgment when handling member calls and complaints.
  • To be willing to train and share skills / knowledge with new team members on all procedures, processes as it relates to Club Usage, Marriott Rewards, Interval International and promotion changes etc.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member to build relationships, improve productivity and associate motivation.
  • First point of escalation from team for all escalated issues. Work with Manager to resolve escalated issues requiring compensation.
  • 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.
  • To provide training and coaching to new MVCI 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.
  • To conduct regular call monitoring to focus on quality customer service and accuracy of the associates.
  • To work with Training Executive to develop and maintain quality and consistency standards for the department
  • 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.
  • Track reoccurring issues and determine root cause of service breakdowns. Work with Owner Services Manager to analyse and improve related processes. To achieve department Goals.
  • Responsible for developing interdepartmental processes for new initiatives from Corporate, Sales, Member 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 analyse 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 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.
  • 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.
  • Perform all tasks in a timely manner ensuring all deadlines are met.
  • Comply with MVCI and Marriott International policies 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.
  • This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

Job Requirements:

  • Minimum 2 year of working experience in relevant work experience.
  • Ability to enhance and build a positive team environment and interact with all levels of the organization.
  • Ability to comprehend, analyze and present data
  • Ability to multi-task and work independently
  • Able to assist Asia Pacific point program, Marriott Vacation Club Destination(MVCD), MVCD Exchange Program Australia (Australia Club) and Legacy Week
  • Applicants must be willing to work on weekends and Public Holidays when scheduled to.
  • Willing to work on rotating shift.