JOB SUMMARY
This role is responsible for the creation, organization, administration and provision of the China Call Centre (CCC) reports and data extraction requirements. Working directly with all the Marketing and Sales business units, under the guidance of the Senior Manager, Business Systems or designate, the role will act as a conduit for clarification and provision of database driven business reporting. Their customers will be the CCC team, as well as the Central Marketing Distribution (CMD) team or as requested by Management. The role will be responsible for data mining from various business data sources, lead management of CCC, troubleshooting and business systems support for the CCC Marketing team and monitoring of CRM and reporting applications. They will be required to manage access to the information held in the reporting systems and follow data security procedures while managing the applications and distributing data extractions. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Perform other reasonable job duties as requested.
CANDIDATE PROFILE
Preferred Education and Experience
- High school completion or equivalent
- Related work experience
Required Qualifications
- Proficiency in reading and writing Mandarin
- High level in reading and writing English
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
JOB SPECIFIC TASKS
Report Writing
- Creation of Marketing and Sales reports as requested by the business
- Generation of Marketing lists for CCC database(s)
- Create and communicate a report status update tool
- Maintain and update existing 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.
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.
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.
COMPETENCIES, BASIC SKILLS, PERSONAL CHARACTERISTICS
Interpersonal Skills
- Diversity Relations
- Customer Service Orientation
- Team Work
- Interpersonal Skills
Analytical Skills
- Learning
- Computer Skills
- Strong analytical skills
- Attention to details
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 CRM, Visual Basic and SQL Query is an advantage.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
