Responsibilities:
- Deliver levels of sales and service which are consistent with quality standards.
- Maintain comprehensive knowledge of company and departmental products, policies and procedures so that member awareness is increased and the system operates effectively.
- Educate and guide members on how to effectively utilize their membership benefits and exchange services.
- Offer alternatives and counsel members observing inventory restrictions and
- limitations when possible, but using initiative within corporate guidelines in the interests of enhancing members’ satisfaction.
- Process exchange confirmations, Getaways, and membership sales.
- Meet and exceed individual productivity targets on call handling for confirmations and renewals.
- Handle and take ownership of each call seeing through to solution with Supervisor assistance if necessary.
- Maintain good communication with members and staff at all levels and undertake all dealings with members that reflect the higher standards of customer service.
- Handle all calls from Interval members.
- Telemarketing outbound calls to be made in order to maintain and increase the membership base.
- Manage database of members having placed requests by using system-generated reports to assist in enhanced searching to achieve members’ confirmed bookings.
- Ensure contact is made with members every 30 days if their request is not fulfilled.
- Promote the products of Internal Travel where applicable so that members can make a seamless transfer to complete their needs.
- Ad-Hoc proofreading of company literature.
- Perform any other related duties as required.
Requirements:
- Portuguese (mother tongue) and English language skills
- Clear speaking voice and excellent telephone etiquette
- Written ability to enter notes in the systems clearly and concisely
- Self motivation
- Interpersonal skills
- Ability to work on own initiatives
- High standard of customer service
- Computer literacy
- Must be able to work shifts, overtime, weekends and holidays
- Must be able to remain calm and courteous in emotionally charged or stressful situation.
Desirable: Other European Languages
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
