Responsibilities:

• Deliver levels of sales and service which are consistent with quality standards.
• Maintain comprehensive knowledge of company and departmental products, policies and procedures so that member awareness is increased and the system operates effectively.
• Educate and guide members on how to effectively utilize their membership benefits and exchange services.
• Offer alternatives and counsel members observing inventory restrictions and
• limitations when possible, but using initiative within corporate guidelines in the interests of enhancing members’ satisfaction.
• Process exchange confirmations, Getaways, and membership sales.
• Meet and exceed individual productivity targets on call handling for confirmations and renewals.
• Handle and take ownership of each call seeing through to solution with Supervisor assistance if necessary.
• Maintain good communication with members and staff at all levels and undertake all dealings with members that reflect the higher standards of customer service.
• Handle all calls from Interval members.
• Telemarketing outbound calls to be made in order to maintain and increase the membership base.
• Manage database of members having placed requests by using system-generated reports to assist in enhanced searching to achieve members’ confirmed bookings.
• Ensure contact is made with members every 30 days if their request is not fulfilled.
• Promote the products of Internal Travel where applicable so that members can make a seamless transfer to complete their needs.
• Ad-Hoc proofreading of company literature.
• Perform any other related duties as required.

Requirements:

• Portuguese (mother tongue) and English language skills
• Clear speaking voice and excellent telephone etiquette
• Written ability to enter notes in the systems clearly and concisely
• Self motivation
• Interpersonal skills
• Ability to work on own initiatives
• High standard of customer service
• Computer literacy
• Must be able to work shifts, overtime, weekends and holidays
• Must be able to remain calm and courteous in emotionally charged or stressful situation.

Desirable:               Other European Languages

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