Together, We Can.
Club Operations – Asia is responsible for providing spectacular service and excellent response standards in align with our H.I.L.T.O.N. values as we communicate with our Japanese and Korean Club Members and Team Members.
As Senior Club Counselor, you will be responsible for fulfilling the following responsibilities of Club Counselor:
Respond to inbound telephone calls from HGV Club Members and efficiency handle reservation requests, complaints and answer inquiries regarding program benefits and maintenance fees.
Initiate outbound telephone calls to HGV Club Members and encourage usage of our program, vacation planning and problem resolution.
Input comments in English into the VOICE system (HGV data management system) summarizing HGV Club Member inquiries after each telephone call.
In addition, Senior Club Counselor will be responsible for fulfilling Team Lead responsibilities when a Team Lead is absent or upon request in low call demand period. Primary Team Lead areas of focus include:
- Handling calls elevated by Club Counselors requiring customer service recovery.
- Coaching, mentoring and giving one on one feedback for the new Club Counselors.
- Giving extra attention to new Club Counselors by offering encouragement and sharing experiences to provide a hospitable transition into Club Japan.
- Assisting with the call quality monitoring program and quality monitoring of e-mail communications.
- Distributing and ensuring fulfillment of email and fax correspondence while ensuring the workload is distributed equally and fairly.
- Performing any reasonable request by management that supports the department’s mission and goals.
Other duties that was assigned by the supervisor.
Required Qualifications
Minimum 2 years of experience of working in a customer facing environment/ Good knowledge of customer relations and conflict resolution skills
Excellent verbal and written customer communication skills in Japanese.
Ability to motivate, coach and inspire others.
Computer literacy required with skill to input in English.
Must be a detail oriented, self-motivated problem solver with team building and leadership skills.
People management or coaching/mentoring experience
Flexible work our shift including working in night time and weekends /holidays
Preferred Qualifications
Minimum 2 years of professional customer service experience preferably in an inbound call center environment.
Required Qualifications
Required Qualifications
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
List Japan Specific Holidays/Vacations
- Two days off per week (Japan only)
- An average of 124 days off each year (Japan only)
- Observance of national holidays
- Paid vacation time and sick leave
