Vacation Advisor - Multiple Teams

• Assisting 'live' verification for bookings submitted from Package/Day Teams.

• Responsible for slot allocations and schedules.

• Perform Quality Assurance checks during verification calls to eliminate incident reports.

• Liaise with brokers through calls/ emails for any bookings submitted and maintain good log record for them.

• Daily duties include handling customer service hotline for hotel reservations or enquiries for non-members and assist to resolve any complaints.

• Invite guests to attend a personal preview of our Sales Gallery or to offer them a discounted holiday package or activate/verify open packages.

• Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.

• Encourage guests or callers to purchase or schedule preview package sales/tours.

• Check availability of accommodations and dates, including finding alternative dates or options if first choice is not available.

• Answer guest questions about property facilities/services.

• Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to support to Customer Service focus.

• Supports with the development and mentoring of other Marketing Team members as requested.

• Performs other duties as assigned.

Key Performance Indicators (Note that specific targets may vary accordingly to current business strategy):

• Associate will be monitored twice a period and must achieve 90% proficiency.

• Associate's Dials per Hour must not fall below 15 dials per hour in a four-week period.

• Associate must not exceed 8 hours per tour.

• Associate must not fall below a 55% gross book to show rate in a given period.

• Associate's productivity should not fall below other standards as defined by management.

• Verify all packages sold by the Australian Call Centre Telemarketing unit

• Undertake administrative process of packages where applicable

• Activate current open dated pipeline of packages into available dates and tour slots

CANDIDATE PROFILE 

• Excellent written and oral communicative, verbal and non-verbal listening skills.

• Fluent in English and a second language as required.

• Proficient in Japanese Level N1 or N2 (supported by JLPT or equivalent certification)

• Positive and enthusiastic attitude.

• Presents a professional and knowledgeable image.

• Ability to represent MVCI in a courteous, enthusiastic and diligent manner.

• Proven experience using persuasive techniques

• Experience in direct marketing or promotional sales will be advantageous.

• Proven ability to work in a team environment and interact with all levels of the organization.

• Working knowledge of Microsoft Excel and Word

• Patience and understanding, especially with any language related barriers.

• Must be able to handle a flexible work schedule which will include weekends and evenings

• Experience in high volume, fast-paced, results oriented business environments.

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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.