Job Description

Job Summary
The Membership Advisor will be responsible for servicing inbound member calls and emails from our exclusive Marriott Vacations Club Member base . This position will complete reservations and encourage member retention through value-added delivery.
Core Work Activities
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
Answer emails with accuracy, clarity and simplicity in a customer friendly as well as professional manner
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
Assist 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
Send acknowledgement confirmation to members after every request.
Post-Stay follow-up - to follow up based on customers' comments from Owner Satisfaction Survey, emails and phone
Assist with periodic unassigned call/bi-weekly introductory call/Periodic call to update List from bounce back report
Fulfill trade for Marriott Reward Points and issue certificates
Collect Annual Dues, Maintenance Fee and Loan Payments
To generate upgrade and referral leads
Work closely with Contract Admin team to assist with contract modifications and resale inquiry
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 one (1) year of experience in related field is preferred
Others
Applicants must be fluent in English and Mandarin, in order to communicate with native speakers based locally. (Any additional language skill is an advantage)
Applicants must be willing to work on weekends and Public Holidays when scheduled to
Willing to work on rotating shift