Together, We Can.
Club & Owner Services Asia is responsible for providing a spectacular quality of service and maintaining excellent response standards in line with our H.I.L.T.O.N. values as we communicate with our Members and Team Members.
Team Lead Club & Owner Services Asia is responsible for fulfilling the following responsibilities of:
Oversee the implementation of department standards and mission with primary emphasis on providing spectacular customer service to our Club Members.
Assist with the execution of new programs and services and ensure accurate information is disseminated to our customers.
Respond to questions of the Club Counselor staff servicing our Club Members.
Ensure inbound telephone calls are answered promptly and effectively while maintaining appropriate response rate, hold time and service levels.
Handle calls elevated by Club Counselors requiring customer service recovery.
Giving extra attention to new Club Counselors by offering encouragement and sharing experiences to provide a hospitable transition into Club & Owner Services Asia.
Perform ongoing quality service call monitoring of Club Counselors using established quality call and department standards.
Perform quality monitoring on written communications.
Mentor and coach Counselors under the direction of management.
Provide regular inbound customer assistance during high demand, low staff periods.
Respond Club Hotline to provide assistance to Club, Sales, Marketing, and Resort staff including Sundays.
Coordinate the review and response of written communications from Members.
Performing any reasonable request by management that supports the department’s mission and goals.
Other duties that were assigned by Club Leadership Team.
Minimum 3 years of experience of working in a customer facing environment.
Excellent verbal and written customer communication skills in both Japanese and English.
Ability to motivate, coach and inspire others.
Detail oriented
Computer literacy required.
Excellent organizational and leadership skills
People management or coaching/mentoring experience
Minimum 3 years of professional customer service experience preferably in an inbound call center environment.
Minimum 2 years previous leadership experience.
Timeshare, Travel or Hotel industry background
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
