Customer Service Supervisor

Company Description

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

**Job Description**:
The success of AVC rests upon the quality and integrity of our brand. The role of the Customer Services Supervisor is to handle key issues around Owner Relations and, summarized as follows:

- Owner Relations_: ensure customer complaints are addressed in a timely and conclusive manner. This includes all complaints relating to Club Points Ownerships, issues involving regulatory agency such as Consumer Protection Board matters, issues involving arbitration, local courts and other sensitive issues as deemed appropriate by AVC functional heads. The Customer Services Manager will execute both reactive and proactive strategies in conjunction with the Marketing, Sales and Club Services departments to address Guests and Club Points Owners’ complaints.
- Resolutions_: As directed by Senior Customer Services Manager& Assistant Customer Services Manager will assist in the review of (1) marketing material directed to consumers at large, including contest entry slips, direct mail pieces and Owner Referral material. Administration of submissions to various jurisdictions as required; and (2) sales collateral used at sales preview galleries, including Disclosure Statement, T-Sheet, Owner’s Acknowledgement, Wall Boards, etc.

Native language proficiency in Cantonese-Mandarin-English is a key requirement for success in this role. Additional proficiency in Chinese will be highly regarded.

**Key Responsibilities**:

- Assist to manage the day-to-day operations of the Resolutions department. This includes hiring, training and performance reviews for Customer Service staff; review of consumer correspondence; interfacing with Legal, Sales, Club Services, Regulators, Club Points Owners and consumers as necessary; and coordinating efforts across division lines as required. (50%)
- Represent AVC in arbitration, mediation and local court cases. Prepare accurate and comprehensive documentation supporting AVC’s position. (10%)
- Prepare comprehensive monthly reports focusing on key issues of concern. Identify repetitive issues and address with appropriate management personnel. (10%)
- Review sales and marketing material directed to the consumer at large. Coordinate feedback with sales and marketing as necessary. (15%)
- Establish proactive relationships with regulatory agencies and public forums to ensure AVC are viewed in a positive light within the community. (5%)
- Special projects as assigned. (10%)

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**Qualifications**:
**Education/Experience**:
1 - 3 years related education and training or equivalent combination of education and experience.

**Skills/Abilities**:

- Communication skills: Ability to read and analyze and interpret the most complex documents. Ability to respond effectively to sensitive inquires and complaints.
- Ability to use Microsoft Word and Excel.
- Strong problem solving skills as it relates to consumer communications, evaluating sale documents on complex issues and finding creative solutions.
- Ability to work effectively across division lines at all levels of the organization.
- Ability to interface with external parties including regulators and private solicitors.
- Strong negotiating skills.
- Self motivated with strong organizational skills. Ability to work in a multi task, multi function environment managing priorities effectively.