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Telemarketing Team Leader in Tokyo M&S Office at Marriott Vacations Worldwide

Date Posted: 11/29/2018

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 SPECIFIC TASKS

Call Center Operations (Telesales)

  • Outbound/Inbound calls with potential owners/customers to set up preview package sales/day tour to achieve target given.
  • To establish roster scheduling.
  • To establish accurate reports of call center performance for review.
  • Assist that hourly employees are trained to accomplish their daily tasks, and technical and service aspects of the job.
  • Giving call monitoring and feedback for improving their performance and how guests are served.
  • Evaluate current processes and suggest improvements.
  • Assist the team to meet anticipated business requirement to the agreed standards

Marketing channels

  • Oversee all packages sold and bookings to ensure quality.
  • Promote awareness of brand image internally and externally. 

Quality Assurance/Quality Improvement

  • Call monitoring and giving feedback to the Telesales Consultants to ensure adherence to quality expectations and standards.

Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.
  • Ensure agreed customer service standards are consistently met

Communication

  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Provide assistance to coworkers, ensuring they understand their tasks.

Working with Others

  • Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems. Develop and maintain positive and productive working relationships with other employees and departments.
  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
  • Actively listen to and consider the concerns of other employees, responding app
  • Provide leadership, guidance and support to individual Telesales Consultant

Safety and Security

  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. 

Other

  • Demonstrates total understanding of the culture and processes of the organization.
  • Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
  • Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).
  • Participates in formal training sessions offered by management team.
  • Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
  • Assists in the development and mentoring of other Telesales Consultants as requested.
  • Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
  • Performs other duties as assigned.

CANDIDATE PROFILE

  • Minimum of Secondary school certification
  • Minimum 1 (one) years' work experience in this industry
  • Proficiency in English essential,
  • Proven verbal and written communication skills.
  • Proficiency in the use of computer word processing skills with specific knowledge of Microsoft Excel and Word
  • Ability to work under pressure, manage multiple priorities, and be a self-starter.
  • Proven ability to work in a team environment and interact with all levels of the organization.
  • Excellent organizational and attention to detail skills
  • Must be able to handle a flexible work schedule which will include weekends, holidays and evenings
  • Experience in high volume, fast-paced, results oriented business environments,

 Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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