About this role
• Assisting 'live' verification for bookings submitted from Package/Day Teams.
• Responsible for slot allocations and schedules.
• Perform Quality Assurance checks during verification calls to eliminate incident reports.
• Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them.
• Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints.
• Invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages.
• Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.
• Encourage guests or callers to purchase or schedule preview package sales/tours.
• Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.
• Answer guest questions about property facilities/services.
• Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus.
• Supports with the development and mentoring of other Marketing Team members as requested.
• Performs other duties as assigned.
Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):
• Associate will be monitored twice a period and must achieve 90% proficiency.
• Associate's Dials per Hour must not fall below 15 dials per hour in a four-week period.
• Associate must not exceed 8 hours per tour.
• Associate must not fall below a 55% gross book to show rate in a given period.
• Associate's productivity should not fall below other standards as defined by management.
• Verify all packages sold by the Australian Call Centre Telemarketing unit
• Undertake administrative process of packages where applicable
• Activate current open dated pipeline of packages into available dates and tour slots
CANDIDATE PROFILE
• Excellent written and oral communicative, verbal and non-verbal listening skills.
• Fluent in English and a second language as required.
• Proficient in Japanese Level N1 or N2 (supported by JLPT or equivalent certification)
• Positive and enthusiastic attitude.
• Presents a professional and knowledgeable image.
• Ability to represent MVCI in a courteous, enthusiastic and diligent manner.
• Proven experience using persuasive techniques
• Experience in direct marketing or promotional sales will be advantageous.
• Proven ability to work in a team environment and interact with all levels of the organization.
• Working knowledge of Microsoft Excel and Word
• Patience and understanding, especially with any language related barriers.
• Must be able to handle a flexible work schedule which will include weekends and evenings
• Experience in high volume, fast-paced, results oriented business environments.
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.