Together, We can.
- 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.
-
Minimum two years of Elite Premier /Club Counselor, or Specialists related to Club Operations
-
Minimum two years of professional customer service experience preferably in an inbound call center environment
-
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.
- Three or more years of professional customer service experience in an inbound call center environment
- Timeshare, Travel, or Hotel industry background
-
チームメンバーの健康や財産形成を支援する福利厚生。
-
チームメンバーやご家族、ご友人向けの旅行および宿泊割引。
-
有給休暇や柔軟な勤務時間で、健康的なワーク・ライフ・バランスを実現。
-
楽しいアクティビティを通じて連帯感を高めるチームメンバー向けイベント。
-
多様性と包含性に取り組む偏見のない文化。
-
日々の業務で優れた実績を挙げたチームメンバーへのインセンティブ。
