JOB SUMMARY 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.
CORE WORK ACTIVITIES 1. Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. 2. 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. 3. Acknowledge and answer any personal written correspondence received from members in a timely and efficient manner.
4. Work as an advocate for the customer in resolving complaints and to educate them on their vacation membership. 5. 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. 6. Exercise good judgment when handling member calls and complaints. 7. 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.
8. Provides statistical and performance feedback and coaching on a regular basis to each team member to build relationships, improve productivity and associate motivation. 9. First point of contact in related to all products usage and guidance towards where information are stored on a daily basis to enable advisors to perform their daily duties. 10. Assist senior advisors and Business Development team on escalation issues when needed.
11. 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. 12. To support training team in providing 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.
13. To conduct regular call monitoring/call coaching to focus on quality customer service and accuracy of the associates. 14. To work with Training Executive to develop and maintain quality and consistency standards for the department 2 15. 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.
16. Track reoccurring issues and determine root cause of service breakdowns. Work with Owner Services Manager (Training and Operational) to analyse and improve related processes. To achieve department Goals. 17. Responsible for developing interdepartmental processes for new initiatives from Corporate, Sales, Member Services, Quality Assurance and Operations etc. 18. 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.
19. 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. 20. 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. 21. 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