Specialist Member Support

Job ID: CLU000609Area of Talent: Call CenterCategory: Call Center SupportShift: 日勤Location: Shinjuku, TokyoDate Posted: 11/01/2024Property: Tokyo Office


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What makes Hilton Grand Vacations unique?
Together, We Can.
We believe that our most important strength is our people. The foundation of our culture is to value and celebrate the unique differences that make us thrive as individuals and engage together. Our more than 12,000 Team Members around the world are the power behind the memorable experiences delivered to our guests and owners every day. It is their talent, commitment and passion for our brand that makes a positive impact within our industry and the communities in which we live and work. They are passionate about offering our guests exceptional experiences, and we are passionate about recognizing, rewarding and supporting those achievements. Together, We Can.
Escape the ordinary! Now is an exciting time to join our growing team and a leading company in the vacation industry!
Job Description

職務内容
 
弊社の企業文化であるおもてなしの心に基づき、下記職務を高い水準にて実行し、当社のビジネスの成功に貢献することを期待されています。

Responsible for providing superior customer service in a contact center environment with advanced, comprehensive and expert 
knowledge of all Legacy and Club products and systems on multiple and concurrent platforms. Candidates must have proficient mastery 
skills in relationship building, customer experience and complaint resolution; both written and oral, while seamlessly administering and 
promoting high-level service to members on Club products in multichannel Club membership programs

Customer service responsibilities:
 Answer inbound telephone calls from Club/Legacy members with mastery and efficiency to identify customer’s needs, clarify information, research every issue, and provide 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.
Rollout and training responsibilities:
 Participate in trainings conducted by U.S. counterparts, sometimes outside normal business hours (before 9:00 or after 18:00).
 Ask questions to deepen understanding and knowledge of the new program
 Support the creation of training materials necessary for program rollout
 Work with team to support & implement new program service model, workflows, and support organization.
 Transfer new program knowledge and skills to other Counselors. 
Perform any reasonable request by management that supports the department’s mission and goals.

Qualifications

募集要項
 
ヒルトン・グランド・バケーションズは、新しい取り組みや品質、継続的な成長に力を注ぎ、バケーション・オーナーシップ業界の発展をリードしている企業であり、その成功はチームメンバーにより支えられています。その一員としてこの職務に就いていただく方には、下記の資格や経験を応募必須条件として求めております。

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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.

  • Benefits that support Team Member health and financial wellbeing.

  • Travel and hotel discounts for Team Members, family and friends.

  • A healthy work-life balance with PTO and flexible hours.

  • Team Member events that build camaraderie through fun activities.

  • An open-minded culture committed to diversity and inclusion.

  • 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