Supervisor Customer Care

職務 ID: 24495職務分野: Call Centerカテゴリー: Call Center Reservations Telemarketingシフト: ロケーション: Shinjuku, Tokyo掲載日: 09/03/2026勤務地: Tokyo Office


今後のイベントJapan 当社のミッション キャリアアップ 当社の話題を見る 関連する求人情報 受賞実績

ヒルトングランドバケーションズがユニークな理由とは？
Together, We can.
当社の最も重要な強みは、社員であると考えています。当社ブランドの文化の基盤は、それぞれの個性を生かしながら互いに高め合うことで成長することです。オーナー様とゲストの皆様に、記憶に残る体験を日々お届けできるのは、世界中の12,000人を超えるチームメンバーのおかげです。私たちの業界、さらには私たちが生活し、働く地域社会にポジティブな影響を与えるのは、当社ブランドに対するチームメンバーの才能、コミットメント、情熱です。チームメンバーはゲストの皆様に素晴らしい体験を提供することに情熱を傾けることに、そして私たちはその成果を認め、褒賞し、サポートすることに情熱を注いでいます。 バケーション業界をリードし、成長を続けるチームの一員となる絶好の機会です！

The position is expected to contribute to the success of HGV business by approaching the tasks stated below with a high standard, work on optimizing performance and improving the operation of the team while maintaining the brand value based on H.I.L.T.O.N values, maximize the Show-Up rate of timeshare sales presentation by increasing the customer engagement for VIP and Package holders. As a part of Direct Marketing team, focus on optimizing sales & marketing performance and improving operations.

 

Job Purpose/Mandate

  • Manage VIP for Japanese and Korean (Vacation Introductory Program) activation, tour booking, fulfillment operation 

  • Manage Japan/Hawaii/Korea package activation, tour booking, fulfillment operation 

  • Manager tour reschedules and cancellations

  • Handle general inquiries from guests and owners

  • Work with Orland and Hawaii teams to manage resort and hotel inventories

 

Team Management

  • Support to achieve goals for individuals, Activation team and overall Direct Marketing

  • Predict workload and control the appropriate staffing and work schedule

  • Conduct call monitoring, coaching, Off-JT and OJT to agents

  • Create and update tools such as process manuals and talk scripts

  • Answer questions from the agents and provide the right guidance and feedback

  • Handle complaints and deal with call escalation as needed

  • Motivate and encourage agents through positive communication and feedback

  • Execute action plan and manage KPIs

  • Manage agents and team schedules

  • Create and update tools such as WEB form, communication letter, etc., aligning with related departments

  • Identify and report process issues/opportunities to Manager appropriately

  • Other duties requested by Management members

 

Typical KPIs to focus on (subject to change depending on business situation)

  • Hawaii tour Booking 

  • Customer service level (% Ans Calls, % Abandoned Calls, talk time, etc)

  • Show-up rate

  • No-show rate

  • Cancel rate

Cancel rate

Please list the specific qualifications, years of experience, knowledge, skills and abilities needed for this position

  • Proven experience as call center supervisor or similar supervisory position more than 1 year

  • Strong leadership and a team player

  • Model performance as Call center agent

  • Excellent customer communication skills in Japanese

  • Skills for handling difficult complaints and problem-solving ability

  • Skills to motivate and coach agents with inspiring guidance

  • Experience of improving productivity through continuous business improvement activities

  • A results-oriented approach and Stress tolerance

  • Working knowledge of MS Office suites

  • Work experience in marketing and sales

  • Knowledge and experience of timeshare business

  • Business level of English

Education

Associate’s Degree/College Diploma/Cepeg

Same

License/ Certificates

  • Work permit in Japan

  

Years of related experience

3-5

5-7

Years of management or supervisory experience

1

2+

Management or supervisory experience type

Supervisory

Supervisory

Add’l requirements (i.e. % of travel, etc.)

  • Ability to work a flexible schedule including evenings, holidays, and weekends

  

  • 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。

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