JOB SUMMARY

Manage the Confirmers and Administration team and assist the call center management to increase the overall performance of the department.

When you work with your teammates, remember to have open communication, respect, show them your commitment to the team, and try your best to be adaptable to all situations. If everyone on the team makes this effort, you and your teammates are destined for success.

JOB SPECIFIC TASKS

• Ensure all flights detail are entered in the system within 30 days of dated packages, manage reporting for the outstanding flights
• Manage Encore installment payment monthly and credit Bonvoy points
• Performing morning briefing with the team to update them on the urgent matters on the day
• Listen to call recordings and offer training solutions, have weekly review for call quality assurance
• Training on specific topics (once a week), Supports with the development and mentoring of other team members as requested
• Workflow monitoring, check availability of accommodation and dates, including finding alternative dates or options if first choice is not available. Manage confirmers team for slot allocation and schedules. Encourage guests or callers to schedule preview package sales/tours.
• Complaint handling, overcome potential owner objections while maintaining a polite and enthusiastic demeanor, maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus, Answer guest questions about property facilities/services. handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints
• Update the team on daily tours and production performance
• Assisting 'live' verification for bookings submitted from Package/Day Teams, manage to assist good verification
• 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 month and must achieve 95% proficiency.
• Associate must confirm/ verify minimum 90% of the bookings and enter 100% data entry correctly.
• Associate Guest Book to Show (GBTS) factor should not fall below 95% in a sales month.
• Associate activation must not fall below 80% of target each sales month.
• Associate’s productivity should not fall below other standards as defined by management.

CANDIDATE PROFILE 

• Excellent written and oral communicative, verbal and non-verbal listening skills.
• Fluent in English and a second language as required.
• 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.

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