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Advisor Membership Japanese Sgp
3 weeks ago
Handle in-bound calls within stipulated service levels.
Assist customers in vacation planning and worldwide hotels reservations through the system.
Assist in resolving customer care issues and handle customer enquiries.
Takes responsibility for call logs and documentation into the system.
Optimize booking opportunities and promote customer retention and loyalty.
Works cross functionally with other departments to ensure business needs are addressed and customer satisfaction achieved.
Meet up with members for one on one program education (by appointment only) on an ad-hoc basis.
Roll-out the Membership Advisor program (Asia Pacific) versionAssist customers who purchased different products from Marriott Vacation Club i.e. Asia Pacific Points (Singapore Club), MVCD Exchange Program Australia (Australia Club), Bali Plan, Marriott Vacation Club Destination (MVCD), Legacy Weeks and any other new Club.
Expand on Member Profile - data in TSW and mean of communication Book First Day Benefits & Book Reservation using Club Points in Club Resorts, Explorer Collection and other usage options for Member.
Book First Day Benefits & Book Reservation using Club Points in Club Resorts Book Hotel Accommodation using Marriott Reward redemption, rentals, Express Breaks, Exchange requests) Send acknowledgement confirmation to members after every request, when necessary.
Assist with periodic unassigned call/bi-weekly introductory call/Periodic call to update List from bounce back report.
Fulfill Literature Requests (facilitate Member requests for information)
Fulfill trade for Marriott Reward Bonvoy Points and issue certificates.
Accept Collect Annual Dues, Maintenance Fee Club Dues and Loan Payments.
Accept purchases of reload points (to work together with Sales to establish a process)
Accept referral names (to work together with Owner Referral to establish a process)
To generate upgrade and referral leads.
Work closely with Contract Admin team to Aassist with contract modifications and resale inquiry after. closing (to work closely with Contract Admin)
Assist with name changes and resale’s after closing (to work closely with Contract Admin)
Initial Service Recovery (escalated issues to be handed to Member Services Admin for problem resolution)
This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.
