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

Date Posted: 1/29/2019

Job Snapshot

Job Description

JOB SUMMARY

Promote awareness of brand image internally and externally. Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott, including up-selling. Communicate with potential owners/customers via telephone to set up preview package sales/day tours. Explain details and requirements related to attending a sales presentation to potential owners/customers and verify that individuals meet eligibility requirements. Overcome potential owner/customer 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. Contact appropriate individual or department (e.g., Sales, Data Administration, Operations, Owner/Member service desk, Accounting) as necessary to resolve guest calls, requests, or problems.

Supervises call center telesales team as part of the Tokyo Call Centre. Organizes, Provides and monitor the penetration rate of the leads provided to the team. Provide guidance to help the team or individual to achieve target given. Responsible for the team to achieve the call center budget tours and production.

Provide training weekly or monthly that is accordance to what the team requires to improve their performance, to provide training to the new staff to get the ready for their role. Manage all collaterals given for the sales process. To ensure all telesales consultants update the system with their contact form the members and guests via MOOD, TSW or OTM or any leads management system provided.

Assist management in recruiting, training, evaluating, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect the privacy and security of guests and coworkers. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees, ability to learn from feedbacks given. Ensure adherence to quality expectations and standards.. Perform other reasonable job duties as requested by Supervisors.

JOB SPECIFIC TASKS

Production

  • Outbound/Inbound calls with potential owners/customers to set up preview package sales/day tour to achieve target given.

Assists Management

  • Assist the Call Centre Manager with the recruitment, supervision, roster scheduling and training of telesales staff.
  • Partner with the Sr. Telesales Consultant and Sr. Marketing Manager to establish work schedules, and review requests from team members.
  • Provide complete and accurate tracking of all key business indicators related to the Department. 
  • Partner with the Sr. Telesales Consultant to establish accurate reports of call center performance for review.
  • Giving call monitoring and feedback for improving their performance and how guests are served.
  • Ensure that hourly employees are trained to accomplish their daily tasks on company core values, job roles, responsibilities, and technical and service aspects of the job.
  • Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
  • Participate in associate performance appraisals.
  • Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions. Evaluate current processes and suggest improvements.
  • Assist the Senior Marketing Manager to lead 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.
  • Oversee the process of commissions and incentives for current marketing programs.

Quality Assurance/Quality Improvement

  • Monitor the performance of others to ensure adherence to quality expectations and standards.
  • Consistently monitor individual associates progress and development

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 Executives 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
  • Team leader work experience an advantage
  • Minimum 1 year experience in a Telemarketer role
  • Proficiency in English an advantage
  • 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

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