Membership Advisor (English & Mandarin)

JOB SUMMARY

The Membership Advisor will be responsible for servicing inbound member calls and emails from our exclusive Marriott Vacations Club Member base. This position will complete reservations and encourage member retention through value-added delivery.

CORE WORK ACTIVITIES

• Handle in-bound calls within stipulated service levels
• Assist customers in vacation planning and worldwide hotels reservations through the system
• Assist in resolving customer care issues and handle customer enquiries.
• Takes responsibility for call logs and documentation into the system
• Optimize booking opportunities and promote customer retention and loyalty.
• Answer emails with accuracy, clarity and simplicity in a customer friendly as well as professional manner.
• Works cross functionally with other departments to ensure business needs are addressed and customer satisfaction achieved.
• Meet up with members for one on one program education (by appointment only) on an ad-hoc basis
• Assist customers who purchased different products from Marriott Vacation Club i.e. Asia Pacific Points (Singapore Club), MVCD Exchange Program Australia (Australia Club), Bali Plan, Marriott Vacation Club Destination (MVCD), Legacy Weeks and any other new Club.
• Send acknowledgement confirmation to members after every request.
• Post-Stay follow-up – to follow up based on customers’ comments from Owner Satisfaction Survey, emails and phone.
• Assist with periodic unassigned call/bi-weekly introductory call/Periodic call to update List from bounce back report.
• Fulfill trade for Marriott Reward Points and issue certificates.
• Collect Annual Dues, Maintenance Fee and Loan Payments.
• To generate upgrade and referral leads.
• Work closely with Contract Admin team to assist with contract modifications and resale inquiry.
• This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.