Ensemble, tout est possible.
Échappez à l’ordinaire! C’est le moment idéal pour rejoindre notre équipe en plein essor et une entreprise chef de file dans l’industrie des vacances!
- Answer inbound telephone calls from Club/Legacy members with mastery and efficiency to identify customer’s needs, clarify information, research every issue, and provide innovative solutions, options and service while documenting interactions in various platforms.
- Confirm reservations at Club Resorts, providing comprehensive information about the resort/property, unit and property amenities and mandatory alerts.
- Confirms Hotel Reservations with Club Points/Bonus Points/Hilton Honors Points through Hilton Honors as well as Direct Stay program
- Initiate outbound telephone calls to Club Members and encourage usage of our program, vacation planning and problem resolution.
- Educate on the use of self-service web/mobile app channels and promotes the usage of self-serve tools when applicable.
- Transact maintenance fee payments, loan payments and payoffs and Club assessments for members and owners when applicable.
- Maintain the highest product expertise with internal customers to include Sales, Direct Marketing, Portfolio Services, Association Services, and other departments when support is required in servicing a member
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.
- Performing any reasonable request by management that supports the department’s mission and goals.
Other duties that were assigned by Club Leadership Team.
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Minimum two years of Elite Premier /Club Counselor, or Specialists related to Club Operations
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Minimum two years of professional customer service experience preferably in an inbound call center environment
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Excellent verbal and written customer communication skills in Japanese
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Ability to motivate, coach and inspire others
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Computer literacy required with skill to input in English
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Must be a detail oriented, self-motivated problem solver with team building and leadership skills.
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People management or coaching/mentoring experience.
- Three or more years of professional customer service experience in an inbound call center environment
- Timeshare, Travel, or Hotel industry background
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Des avantages sociaux qui favorisent la santé et le bien-être financier des membres de l’équipe.
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Des rabais sur les voyages et les hôtels pour les membres de l’équipe, leur famille et leurs amis.
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Un équilibre sain entre vie professionnelle et vie privée avec congés pour des motifs personnels et horaires souples.
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Activités pour membres de l’équipe qui renforcent la camaraderie grâce à des activités amusantes.
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Une culture ouverte d’esprit engagée envers la diversité et l’inclusion.
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Des incitatifs pour les membres de l’équipe qui font preuve d’excellence chaque jour.
