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
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チームメンバーの健康や財産形成を支援する福利厚生。
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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。
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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。
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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。
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多様性と包含性に取り組む偏見のない文化。
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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。
