Job Description

Our vacation ownership businesses offer flexible vacation programs, giving customers the ability to choose the style of vacationing that suits their needs, year after year.Our vacation exchange businesses offer leisure and travel-related products and services to owners of vacation ownership interests and other affinity groups.Toggle navigation Toggle search

• Our Company

Our vacation ownership businesses offer flexible vacation programs, giving customers the ability to choose the style of vacationing that suits their needs, year after year.Our vacation exchange businesses offer leisure and travel-related products and services to owners of vacation ownership interests and other affinity groups.

• Our Values

• INVESTOR RELATIONS

• Careers

• CAREERS

Toggle navigation Toggle searchOur vacation ownership businesses offer flexible vacation programs, giving customers the ability to choose the style of vacationing that suits their needs, year after year.Our vacation exchange businesses offer leisure and travel-related products and services to owners of vacation ownership interests and other affinity groups.Keyword:
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0" ng-cloak> * {{$parent.googlePlacesAutocompleteEnabled ? location.description : location}}Locations (up to three): {{$item.description}} {{$parent.googlePlacesAutocompleteEnabled ? location.description : location}}Assistant Manager, Service (Japanese) in Singapore Owner Services at Marriott Vacations WorldwideDate Posted: 11/12/2024xc3x97Join Our Talent NetworkWhy Join Our Talent Network?Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

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By joining our Talent Network you have not officially applied to a position.By joining our Talent Network you have not officially applied to a position.Thanks for joining our Talent Network, {{ vm.userName }}By joining our Talent Network you have not officially applied to a position. To apply for this position, please click the continue button.Redirect in {{vm.counter}}Share With:Job OverviewEmployee Type:Full-TimeLocation:8 Temasek BoulevardJob Type:Experience:Not SpecifiedDate Posted:11/12/2024Job ID:JR73773Job 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 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 Activities1. 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. 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.4. To conduct regular call monitoring/call coaching to focus on quality customer service and accuracy of the associates.5. 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.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. To be 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. Assist Advisors and Support team on escalation issues when needed.9. Work as an advocate for the customer in resolving complaints and to educate them on their vacation membership.10. Acknowledge and answer any personal written correspondence received from members in a timely and efficient manner.11. Be 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. Exercise good judgment when handling member calls and complaints.13. 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.14. To work with Training Executive to develop and maintain quality and consistency standards for the department15. 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.16. Responsible for developing interdepartmental processes for new initiatives from Corporate, Sales, Member Services, Quality Assurance and Operations etc.17. 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.18. 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.19. 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.20. 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 process21. To use Standard Operating Procedures of Vacation Experience, Marriott Corporation Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be ensured.22. To maintain a clean, neat well organized work place which projects a professional atmosphere and free of hazards23. To cross train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.24. The ability to function calmly in a fast paced environment handling multiple priorities simultaneously. To be able to modify plans, actions, and decisions in light of changing situations and circumstances.25. To have demonstrated ability to communicate verbally and written in a positive encouraging manner with associates and managers.26. To maintain a traditional and attitude of having the desire to provide excellent service to associates in the centre and to all customers. This, in turn, will support their efforts to provide excellent service to customers and to associates 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.27. Perform all tasks in a timely manner ensuring all deadlines are met.28. Comply with MVCI and Marriott International policies and procedures.29. Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.30. Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.31. This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.Preferred QualificationsEducation - Minimum University DegreeMinimum of two (2) years of experience in the related field is preferredSupervisory experience in managing a group of associates as well as call center is preferredAblility to assist with Asia Pacific Points program, Marriott Vacation Club Destination (MVCD), MVCD Exchange Program Australia (Australia Club) and Legacy WeekApplicant must be fluent in English and Japanese LanguageApplicants must be willing to work on weekends and Public Holidays when scheduled toWilling to work on rotating shiftMarriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.Job Requirements #AP/EME Owner ServicesCHECK OUT OUR SIMILAR JOBSSign Up for Job AlertsTake the first step in charting your own course by joining our Talent Network. It's the best way to stay informed and receive alerts for exciting jobs that may be perfect for you.LinksCareer LinksFollow us on social mediaxc2xa9 Copyright 2011-2024 Marriott Vacations Worldwide Corporation. All rights reserved.

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