CANDIDATE PROFILE

Education and Experience Required:

• University Degree or higher education
• English and Chinese speaker  
• Possesses strong interpersonal skills
• Possesses strong organizational and administrative skills
• Possesses communication and relationship skills
• Possesses Product Knowledge

Preferred:

•  One-year related experience

Successful Candidates Will Be Willing To:

• Work on public holidays if business requirements or requested.

JOB SPECIFIC TASKS  

Customer Liaison Officer (Ambassador)s will greet new Direct Sales members at the time of membership purchase via phone or in person.    

This position will book appointments, via email or phone.

This position will work with Member Services, Customer Liaison Officer (Ambassador)s will facilitate the scheduling of the first booking call between the new member and Member Services, ensuring a seamless process.

• Go over the full contract paperwork.
• If needed, obtain information from customer to properly complete sales forms,
• When needed, effectively use sales techniques to encourage and supporting the sales team and member services.

Sales Closing Administration

• Address customer questions and concerns.
• Review details of contracts with customers.
• Thoroughly review loan applications and financial documents with the customer and ensures proper completion.
• Finalize sales contracts and completes the sales closing process.

Post-Closing Activities

• Monitor contract processing to ensure completion of the sales contract.
• Contact new owners via phone to answer questions, address concerns, and ensure the new owner is comfortable with purchase.
• Respond and monitor with customers and owners to reach a resolution in a timely manner with accurate information.
• Monitor and tracking of all communication between Sales Executives and Customer during the 16-day cooling off period.
• When needed, effectively use sales techniques to discourage new owners from rescinding the sales contract.
• Leverage resources for providing service to guests and owners in an effective manner.

Assisting Sales Executive

• Assisting with daily POS follow up, debtors.
• Assistance with e-mail correspondence

Owner Issues

• Gallery Walk Ins: All walk ins must first be met by manager to establish any opportunities.
• Log all scenarios, implement solutions, and follow up through the conclusion. Liaise with the Sales Management to ensure completion within timelines.
• Incoming phone: As per walk ins, all incoming calls go through the Sales Manager or designate to establish the level of assistance.
• Incoming emails: Only for orphan owners and only after COS have been informed.
• Maintain log of owner issues, submit weekly and follow through to conclusion.

Administration

• Preparation of weekly reports relevant to Sales Managers meetings
• Tracking and announcements of period budgets and targets
• Monthly Meetings
• Attend sales meetings and publish bullet points minutes.

Other

• Demonstrate total understanding of the culture and processes of the organization.
• Improve sales closing and sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Guests, and Owners).
• Participate in formal training sessions offered by management team when coaches.

COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS

Leadership

• Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
• Professional demeanor - Exhibiting behavioral styles that convey confidence and command respect from others, making a good first impression and representing the organization in alignment with its values.
• Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

 Managing Execution

• Driving for Results - Planning and supporting the development of individuals' skills and abilities so that they can fulfil current or future job/role responsibilities more effectively.
• Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Co-worker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships -Developing and sustaining relationships based on an understanding of customer needs and actions.

Learning and Applying Personal Expertise

• Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
• Applied Business Knowledge - Evaluating market dynamics, enterprise level objectives, and important aspects of the business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business result.

Basic Competencies

• Job Specific Computer Skills - Using computer hardware and software specific to job requirements.
•  Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Reading Comprehension - Understanding written sentences and paragraphs in work
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Sales Management / SE Support tasks:

• Admin related SE recruitment procedure and processes,
• Follow up on SPIFFs for SEs,
• Site TM, Preview and other arrivals assignments to SE in coordination with Management,
• Ensuring reports are being posted on a weekly basis and ensure that Commercial Plan is posted at end of Period.
• Assisting existing Owners with their queries and guide them to the relevant departments,
• Assist Sales Managers when required with administration related business.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.