Job Overview
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
1. Handle in-bound calls within stipulated service levels
2. Assist customers in vacation planning and worldwide hotels reservations through the system
3.Assist in resolving customer care issues and handle customer enquiries.
4. Takes responsibility for call logs and documentation into the system
5. Optimize booking opportunities and promote customer retention and loyalty.
6. Answer emails with accuracy, clarity and simplicity in a customer friendly as well as professional manner.
7. Works cross functionally with other departments to ensure business needs are addressed and customer satisfaction achieved.
8. Meet up with members for one on one program education (by appointment only) on an ad-hoc basis
9. 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.
10. Send acknowledgement confirmation to members after every request.
11. Post-Stay follow-up – to follow up based on customers’ comments from Owner Satisfaction Survey, emails and phone.
12. Assist with tasks such as introductory call, call back requests, and unassigned calls on an ad-hoc basis.
13. Fulfill trade for Marriott Reward Points and issue certificates.
14. Collect Annual Dues, Maintenance Fee and Loan Payments.
15. To generate upgrade and referral leads.
16. Work closely with Contract Admin team to assist with contract modifications and resale inquiry.
17. 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
Minimum of one (1) year of experience in the related field is preferred
Required language(s): This role is expected to communicate to English or Japanese speaking guests. Knowledge of English/Japanese language is essential
Applicants must be willing to work on weekends and Public Holidays when scheduled to
Willing to work on rotating shift
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.