Job Description

JOB SPECIFIC TASKS

Reporting

• Creation of Marketing and Sales reports as requested by the business

• Generation of Marketing and Sales lists from Digital lead generation efforts and Call Centre database(s)

• Manage the Refer & Share application and lead flow as appropriate for the Thailand Call Centre.

• Developing and Monitoring KPIs: Define and measure KPIs that align with business goals. This involves setting up systems to track these indicators effectively.

• Create and communicate a report status update tool

• Maintain and update existing reports

• Create a system-visible library of reports

• Systematically identify and define problems, evaluate alternatives and implement effective solutions

• Report documentation provision and cataloguing.

• Ensure the MVCI data strategy is observed; work with end users to ensure data accuracy is maintained.

• Hold responsibility as the MVCI Marketing and Sales system administrator.

Data Management

• Data management: Lead management in MOOD (Marketing Oracle on Demand), InContact/Dialer data management,

• Refer & Share App data management for Thailand Call Centre.

• Training and level 1 support: Ensure users are utilizing the systems correctly through regular monitoring and training sessions. Provide support by addressing user inquiries and resolving issues. Communicate unresolved issues and requirements to higher-level support when necessary.

• Problem/Error-solving: Identify and correct source of data/report error. Identify and define new process improvement opportunities.

• Collecting and analysing data: Gather data from various sources (MOOD, InContact OTM, Cognos), clean and prepare it for analysis.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Policies and Procedures

• Ensure maximum integrity and data security in line with company policies and procedures.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect the privacy and security of guests and coworkers.

• Attend meetings as required by Supervisors.

Skills

• Analytical skills: Ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy.

• Interpreting data: Utilize statistical techniques and a thorough understanding of call Center operations to analyse data and identify trends or patterns.

Computer Skills

• Use computer systems and software packages to input, access, modify, store, or output information

• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Working with Others

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Develop and maintain positive and productive working relationships with other employees and departments.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance.

Other:

• Perform all tasks in a timely manner ensuring all deadlines are met.

• Perform other reasonable duty or function that may be assigned by management.

• Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.

• Maintain an attitude and commitment to provide excellent service to all customers and associates.

• Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.

• Maintain computer systems knowledge (Microsoft Office and MVCI / MVW database systems).

• Maintain current computer systems knowledge as used by the company.

• Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.

CANDIDATE PROFILE 

Preferred Education and Experience

• High school completion or equivalent

• Related work experience

Required Qualifications

• Proficiency in reading and writing English (additional language required for certain positions)

Willing To:

• Work in contact with the general public using strong communication and customer service skills

• Demonstrate openness to adapt to different cultural contexts based on location

• Must be willing to be flexible across shifts as required by business needs.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Interpersonal Skills

• Diversity Relations

• Customer Service Orientation

• Team Work

• Interpersonal Skills

Analytical Skills

• Learning

• Computer Skills

• Strong analytical skills

Personal Attributes

• Ability to work unsupervised whilst delivering a high quality service

• Integrity

• Positive Demeanor

• Initiative

• Ability to work in a fast paced environment

• Dependability

• Stress Tolerance

• Adaptability/Flexibility

• Professional Demeanor

Communications

• Listening and Comprehension

• Telephone Etiquette Skills

• Communication – verbal, electronic

• English Language Proficiency (second language as required)

• Applied Reading

Technical Skills

• Working knowledge of Word, Excel and Outlook.

• Full understanding of the complete report writing process

• Knowledge of Query Studio is an advantage.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.