Correspondence Advisor
6 months ago
CORE WORK ACTIVITIES
- To assist Members/Owners /Membership Advisor with written correspondence to assure professionalism.
- To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates in the center which will, in turn, support their efforts to provide excellent customer service to customers and other associates of Marriott Guest Services.
- To respond sensitively to the needs and the feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.
- To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done with a high degree of quality.
- To make sound logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand.
- To be willing to train and instruct other members of the Correspondence Advisor/Membership Advisor and the operation by passing along the skills and information to assist them in their development and advancement.
- To understand the center as a business and the requirements of the operation to maintain the service and the quality levels that Marriott Customer Services has set for itself.
- To help create an ongoing effort to improve the center and the Correspondence Advisor in Member Services department through personal action and by contributing ideas to support both the department’s and the organizations’ improvement effort.
- Takes functional direction and performs additional duties as directed by the Senior Assistant Manager, Service as well as Senior Manager, Service.
- Every associate is empowered to resolve a customer’s problem and to prevent repeat occurrence. Associates are empowered to spare the customer any inconvenience.
- Assist in resolving customer care issues and initiate Service Recovery and handle customer enquiries.
- Optimize booking opportunities and promote customer retention and loyalty.
- 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 & any new product which may launch in the future.
- Send acknowledgement confirmation to members after every request, when necessary.
- 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 inquiries.
- To be available to answer any inbound calls in a timely and efficient manner by maintaining a business-like manner at all times as and when required.
- This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned
COMPETENCIES - Fundamental competencies required for accomplishing basic work activities
**CRITICAL COMPETENCIES**
Analytical Skills
- Mathematical skills
Interpersonal Skills
- Excellence Customer Care skills/Interpersonal Skills
- Team Work
- Customer Service Orientation/Attentiveness
- Confidentiality
- Emotional Control
- Stress Tolerance
- Teamwork
Communications
- Telephone Etiquette Skills
- Applied Reading and Proofreading skills
- English Language Proficiency
- Good written and verbal communication skills
- Ability to explain complex ideas clearly and concisely in writing
- Business letter writing skill
- Persuasion skills
Personal Attributes
- Positive Demeanor/Optimistic
- Dependability
- Integrity
- Mature and Professional Attitude
- Independent
- Patience
Organization
- Multi-Tasking
- Time Management
- Planning and Organizing
- Decision Making skills
- Consistency
- Problem Solving
Computer Skills
- Computer and word processing skills,
- Microsoft Word, Excel, PowerPoint and Outlook
- Experience with travel related system (Marsha, TimeshareWare) will be an advantage
**PREFERRED QUALIFICATIONS**
**Education**
Minimum Diploma
**Related Work Experience**
Minimum of one (1) year of experience in the related field is preferred
**Supervisory Experience**
No supervisory experience is required
**Others**
Applicants must be willing to work on weekends and Public Holidays when scheduled to.
Willing to work on rotating shift
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