Assistant Manager, Call Center

1 week ago

Singapore MVCI ASIA PACIFIC PTE. LTD. Full time $4,000 - $5,000

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. Provides statistical and performance feedback and coaching on a regular basis to each team member to build relationships, improve productivity and associate motivation.
  3. Ensures 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.
  4. Conducts regular call monitoring/call coaching to focus on quality customer service and accuracy of the associates.
  5. Works 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.
  6. 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.
  7. Willing to train and share skills/knowledge with new team members on all procedures, processes as it relates to Club Usage, Marriott Bonvoy, Interval International and promotion changes etc.
  8. Assists Advisors and Support team on escalation issues when needed.
  9. Works as an advocate for the customer in resolving complaints and to educate them on their vacation membership.
  10. Acknowledges and answers any personal written correspondence received from members in a timely and efficient manner.
  11. Available when needed to answer all inbound calls in a timely and efficient manner by maintaining a business-like manner at all times as and when required.
  12. Exercises good judgment when handling member calls and complaints.
  13. Supports training team in providing training and coaching to new associates as and when required.
  14. Works with Training Executive to develop and maintain quality and consistency standards for the department.
  15. Tracks reoccurring issues and determines root cause of service breakdowns. Works with Owner Services Manager (Training and Operational) to analyse and improve related processes to achieve department goals.
  16. Responsible for developing interdepartmental processes for new initiatives from Corporate, Sales, Member Services, Quality Assurance and Operations etc.
  17. Willing to train and instruct other members of the department and operations by passing along skills and information to assist them in their development and advancement.
  18. Helps create an ongoing effort to improve the department through personal action and by contributing ideas to support and enhance our customer service programme.
  19. Strives to become an independent associate, able to analyse problems and formulate plans to overcome challenges effectively.
  20. Makes sound and logical decisions and chooses appropriate courses of action based on the parameters of the situation at hand.
  21. Uses Standard Operating Procedures of Vacation Experience, Marriott Corporation Standard Operating Procedures, and any Local Standard Operating Procedures to guide the standards and practices to be followed by all associates in this department.
  22. Cross trains and becomes familiar with and competent in the performance and understanding of other functions required of this department.
  23. Functions calmly in a fast-paced environment handling multiple priorities simultaneously.
  24. Demonstrates ability to communicate verbally and written in a positive encouraging manner with associates and managers.
  25. Maintains an attitude and commitment to provide excellent service to all customers and associates.

Preferred Qualifications

  • Education - Minimum University Degree
  • Minimum of two (2) years of experience in call center is preferred
  • Supervisory experience in managing a group of associates as well as call center is preferred
  • Ability to assist with Asia Pacific Points program, Marriott Vacation Club Destination (MVCD), MVCD Exchange Program Australia (Australia Club) and Legacy Week
  • Fluency in English and Japanese Language
  • Willingness to work on weekends and Public Holidays when scheduled

  • Call Center Agent

    2 weeks ago

    Singapore APAR TECHNOLOGIES PTE. LTD. Full time

    Roles & ResponsibilitiesJob Description 1st level helpdesk to respond to calls Provide first call resolution to users who called into our hotline which is public facing, advising on issues Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation,...

  • Assistant Manager, Call Center

    3 days ago

    Singapore MVCI ASIA PACIFIC PTE. LTD. Full time

    Roles & ResponsibilitiesJob SummaryResponsible 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...

  • Assistant Manager, Call Center

    1 week ago

    Singapore MVCI ASIA PACIFIC PTE. LTD. Full time

    Roles & ResponsibilitiesJob SummaryResponsible 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...

  • 1 Year Call Center

    1 week ago

    Singapore RECRUIT EXPRESS PTE LTD Full time

    Roles & Responsibilities Handle enquiries regarding full suite of products including personal and corporate accounts, loans, deposits, cards Troubleshoot issues and address customers' concerns promptly Provide product /service information when necessaryElsa Fontanne (CEI No. R24124496)Recruitment ConsultantContact Number: 67860100Email Address:...

  • Customer service officer

    3 days ago

    Singapore UNISON CONSULTING PTE. LTD. Full time

    Roles & Responsibilities Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments) Achievement and maintenance of customer satisfaction Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant...

  • Customer service officer

    5 days ago

    Singapore UNISON CONSULTING PTE. LTD. Full time

    Roles & Responsibilities Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments) Achievement and maintenance of customer satisfaction Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant...

  • Customer Service Officer

    2 weeks ago

    Singapore NOBILITY PLACEMENT SERVICES PTE. LTD. Full time

    Roles & Responsibilities Diploma/Degree in IT or equivalent Must have minimum 1 year of call center experience Must know how to handle incoming contacts (via Calls, Emails, digital platforms, Call-Back Requests). Must have an ability to multi task and take on Customer Administration functions as well as CSO Frontline role. ...

  • Customer Service

    2 days ago

    Singapore TANGSPAC CONSULTING PTE LTD Full time

    Roles & ResponsibilitiesCustomer Service, Call Center 12months initial contract Pasir Panjang, SG •Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences•Follow-up on all outstanding incidents/cases•Logged all calls...

  • Customer Service

    2 weeks ago

    Singapore TANGSPAC CONSULTING PTE LTD Full time

    Roles & ResponsibilitiesCustomer Service, Call Center 12months initial contract Pasir Panjang, SG •Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences•Follow-up on all outstanding incidents/cases•Logged all calls...

  • Contact Center/ Call Centre Specialist

    2 weeks ago

    Singapore JONDAVIDSON PTE. LTD. Full time

    Roles & Responsibilities2.Minimally Nitec qualifications in IT related disciplines3.Minimum 1 year Customer Service Experience in technical or non-technical call center environment 4.Strong customer service skills, good problem-solving skills, and the ability to work well in a team environment.5.Able to manage multiple tasks simultaneously, work under...

  • Customer Service Officer

    2 weeks ago

    Singapore MATRIX PROCESS AUTOMATION PTE. LTD. Full time

    Roles & Responsibilities Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences Follow-up on all outstanding incidents/cases Logged all calls reported into the case management system Maintains and accurately update...

  • Customer Service Officer

    3 days ago

    Singapore MATRIX PROCESS AUTOMATION PTE. LTD. Full time

    Roles & Responsibilities Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences Follow-up on all outstanding incidents/cases Logged all calls reported into the case management system Maintains and accurately update...

  • Customer Service Officer

    5 days ago

    Singapore MATRIX PROCESS AUTOMATION PTE. LTD. Full time

    Roles & Responsibilities Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences Follow-up on all outstanding incidents/cases Logged all calls reported into the case management system Maintains and accurately update...

  • Call Center

    3 days ago

    Singapore EASYVAN (SG) PTE. LTD. Full time

    Roles & ResponsibilitiesWhat you'll do Actively reach out to interested Driver Partners via phone calls to provide guidance on the onboarding process Provide support to resolve Drivers general queries via emails, ZOHO, WhatsApp, or walk-ins Assist in Driver offboarding tasks i.e. updating bank account details and deposit/wallet balance refund Verify...

  • Call Center

    5 days ago

    Singapore EASYVAN (SG) PTE. LTD. Full time

    Roles & ResponsibilitiesWhat you'll do Actively reach out to interested Driver Partners via phone calls to provide guidance on the onboarding process Provide support to resolve Drivers general queries via emails, ZOHO, WhatsApp, or walk-ins Assist in Driver offboarding tasks i.e. updating bank account details and deposit/wallet balance refund Verify...

  • Customer Service Specialist

    1 week ago

    Singapore OAKTREE CONSULTING Full time

    Job OverviewWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Specialist in a call center environment.

  • Customer service officer/call center

    5 days ago

    Singapore HELIUS TECHNOLOGIES PTE. LTD. Full time

    Customer Service/ Call Center Officer (Banking) Work Timings: Rotational Shifts (Morning and Afternoon Shifts) Job Requirements: 1. Diploma Freshers/Fresh Graduates are welcome to apply. Job Role and Responsibilities: Achieve set Customer Center targets (KPIs) while upholding service quality. Ensure accuracy and compliance for customer requests. Promote the...

  • Manager, capella connects

    4 weeks ago

    Singapore Capella Full time

    Position OverviewThe Assistant Manager, Capella Connects & Reservations provides guests, hotels, and fellow team members with exceptional customer service during the call reservation process. The individual also supports the training needs of the department and manages the department's performance.The RoleCall Center OperationsProvide responses while...

  • Customer Service Representative

    2 weeks ago

    Singapore THE CAPITOL KEMPINSKI HOTEL SINGAPORE Full time

    The Capitol Kempinski Hotel SingaporeA Leading Hospitality Brand in the Heart of SingaporeAbout UsThe Capitol Kempinski Hotel Singapore is a luxurious hotel located in the heart of Singapore, offering unparalleled service and amenities to our guests. We are seeking a highly skilled Customer Service Representative to join our team.Job DescriptionWe are...

  • Customer Service Assistant

    1 week ago

    Singapore Robinson & Co (Singapore) Pte Ltd Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Customer Service Assistant - Call Center | Retail | IKEA Cairo Festival City Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab...