Vacation Ownership Advisor (Japanese) at Bangkok Owner Services Office with Marriott Vacations Worldwide - Career Site

Date Posted: 3/12/2018

Job Snapshot

Job Description


  • Build 1 to 1 Customer Relationships
  • Owner/Member are engaged and at the same time create a lifetime relationship with our owners/members
  • Owner/Member receive high-value holiday experiences and services
  • Owner/Member experience a hassle free usage accommodation/trading/exchange request/rental
  • Communicate and deliver value added service through owner/member's preferred method of communication and desired speed.
  • Focus on getting Owners/Members on vacation and using their Weeks/Points purchased


Reports to: Team Leaders -- Bangkok

Interfaces with: Membership Advisors - Singapore

Supervises: Not applicable


  • Be available to answer all inbound calls in a timely and efficient manner by maintaining a business like manner at all times.
  • Actively contact new owners/members to welcome owners/members to the MVW family by providing advise and guidance on their vacation planning as well as their FDB assignment.
  • Verify Owner/Member account information (name, address and phone number) when appropriate during all the call.
  • Acknowledge and answer any written correspondence received from owners/members in a timely and efficient manner not exceeding 48 hours unless otherwise directed by management.
  • Ensure that all policies and procedures that are outlined in MySource are followed to ensure that all Owners/Members receive the same excellent service through consistently correct answers.
  • Utilize Siebel to document all exceptions, complex service issues, problem, concerns, resolution and as directed by management, to ensure that an accurate owner history is kept.
  • Use all available support systems and resources to resolve owners concerns including but not limited to Emails, Words, Excel, MySource, Universe, CRIS, PURE, OSCAR, iServices, Siebel, MorgageServe, PSAR, International Liaison,
  • Superuser, Web user admin. TimeshareWare and other programs
  • To develop and maintain a good working relationship with other MVW and Partner departments
  • including but not limited to International Liaison, Sales sites, Concierge on site, Exchange Company,
  • Finance department and New Owner Administration.
  • 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.
  • Anticipating the Owner's/Members' needs and being flexible in responding to them so that we may
  • deliver the service and program they value.
  • * Assist owners/members with finance-related issues, including Maintenance fee collection and account status enquiries.
  • Assist with owners/members exchange requests and liaise with Marriott Rewards and Exchange Company
  • accordingly, including membership requests, confirmations, account updates and certificate issuance/renewal.
  • Provide New Owners/Members Education as and when required.
  • To adhere to Standard Operating Procedures of Vacation Experience, Marriott Vacation Worldwide
  • Standard Operating Procedures, and any Local Standard Operating Procedures.
  • To maintain a clean, neat well organized work place which projects a professional atmosphere and free of hazards
  • To maintain a traditional and attitude of having the desire to provide excellent service to fellow
  • colleagues in the centre and to all customers. This, in turn, will support our efforts to provide excellent
  • service to customers and to peers 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.

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