Advisor Correspondence Japanese in Bangkok Owner Services Office at Marriott Vacations Worldwide Call Center

Date Posted: 10/1/2019

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 Summary

The Correspondence Advisor will be responsible for replying email/fax/snail mail from our exclusive Marriott Vacations Club Member base. This position will complete reservations and encourage member retention through value-added delivery.

Core Work Activities

  • To answer all correspondence concerning MVCI and the Marriott frequency or Loyalty programs, either by e-mail, outbound call, or return correspondence within the designated turnaround time so as to assure every customer is satisfied.
  • To assist Members/Owners /Membership Advisor with written correspondence to assure professionalism.
  • To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates in the center which will, in turn, support their efforts to provide excellent customer service to customers and other associates of Marriott Guest Services.
  • To respond sensitively to the needs and the feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
  • To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done with a high degree of quality.
  • To make sound logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand.
  • To be willing to train and instruct other members of the Correspondence Advisor/Membership Advisor and the operation by passing along the skills and information to assist them in their development and advancement.
  • To understand the center as a business and the requirements of the operation to maintain the service and the quality levels that Marriott Customer Services has set for itself.
  • To help create an ongoing effort to improve the center and the Correspondence Advisor in Member Services department through personal action and by contributing ideas to support both the department's and the organizations' improvement effort.
  • Takes functional direction and performs additional duties as directed by the Team Leader as well as Manager.
  • Every associate is empowered to resolve a customer's problem and to prevent repeat occurrence. Associates are empowered to spare the customer any inconvenience.
  • Assist in resolving customer care issues and initiate Service Recovery and handle customer enquiries.
  • Optimize booking opportunities and promote customer retention and loyalty.
  • Assist customers who purchased different products from Marriott Vacation Club, i.e. Asia Pacific Points (Singapore Club), MVCD Exchange Program Australia (Australia Club), Marriott Vacation Club Destination (MVCD), legacy weeks & any new product which may launch in the future.
  • Send acknowledgement confirmation to members after every request, when necessary.
  • Post-Stay follow-up -- to follow up based on customers comments in the Member Satisfaction Survey (MSS)
  • Collect Maintenance Fee from Members
  • To generate upgrade and referral leads
  • To work with NOA team for membership transfer
  • To be available to answer any inbound calls in a timely and efficient manner by maintaining a business-like manner at all times as and when required.
  • This description reflects management's assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned

Preferred Qualifications

Education

  • Minimum Diploma

Related Work Experience

  • Minimum of one (1) year of experience in the related field is preferred

Supervisory Experience

  • No supervisory experience is required

Other

  • Applicants must be willing to work on weekends and Public Holidays when scheduled to.
  • Willing to work on rotating shift

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

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