Owner Services Counselor

SUMMARY:

• To provide excellent customer service to the Marriott Vacation Club International (MVW) owners. 
• Collaborating with team members by managing the processing of Owner issues and serving as a resource for owners relating to the MVW product, usage and resort information.
• To assist with all reservations, queries and issues in a timely manner and to a complete resolution.
• To be responsible for written and verbal interactions from MVW owners concerning any usage queries. 
• To be responsible for client’s personal data accuracy.

The successful candidate must be fluent in both English and Arabic, with strong verbal and written communication skills.

This role can be done remotely from home or else we have a hybrid option the successful candidate may choose. Alternatively the successful candidate can choose to work in the office on a full time basis.

ESSENTIAL JOB FUNCTIONS:

• Handle inbound owner contacts professionally, efficiently, and in accordance with service level expectations.
• Acknowledge and answer any written correspondence (Emails, Chat, WEB queries, Faxes, and letters) received from owners/members in a timely and efficient manner.
• Work as an advocate for the customer in resolving complaints and to educate them on the usage options of their vacation ownership products including but not limited to Legacy weeks, MVCD points, VSE StarOptions, VSN Legacy weeks, AP points, Marriott Bonvoy, and Interval International
• Where qualified as a multi-brand associate, provide support across VSN brands and associated ownership products, systems, and payment platforms.
• Actively participate in outbound ‘campaigns’.
• To ensure that all contacts and interactions with owners and clients are properly documented in ADAPT contact application and that the resolutions to all issues are responded to and closed within a satisfactory period of time.
• Demonstrate sound judgment and decision-making when resolving owner enquiries and requests.
• To ensure that all procedures and processes as it relates to Owner Usage, Marriott Bonvoy, Interval International and promotion changes, etc are followed as per ADAPT Knowledge and Training.
• Responsible for assisting owners with their finance-related issues, including maintenance fees, loan collection and account status enquiries.
• Facilitate owner exchange and membership-related requests by coordinating with internal and external partners, including Marriott Bonvoy and Interval International.
• Translate documentation on an ‘ad hoc’ basis.
• To actively contribute to the continuous improvement of the department through personal initiative and by sharing ideas that support and enhance our customer service programme.
• To become an independent associate and to be able to analyse problems and formulate plans to overcome challenges, to get work done efficiently with a high degree of quality
• To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available throughout the total quality management process.
• To adhere to and effectively utilise the Vacation Experience Standard Operating Procedures outlined in ADAPT Knowledge & Training, together with all applicable Standard Operating Procedures and Local Standard Operating Procedures, to ensure accurate responses to enquiries, effective resolution of issues, and compliance with all legal, regulatory, and company policy requirements.
• Maintain a professional, safe, and organised work environment that supports productivity and service excellence.
• To cross-train and to be familiar with and competent in the performance and understanding of other functions required of this department and be able to fill in as required and as directed in the absence of associates who are normally responsible for those duties.
• The ability to function calmly in a fast-paced environment handling multiple priorities simultaneously.
• To be able to modify plans, actions, and decisions in light of changing situations and circumstances.
• Meet or exceed established performance, quality, productivity, and customer satisfaction goals.
• Communicate effectively and professionally, both verbally and in writing, with owners, colleagues, and leadership.
• Carry out any tasks as required by the immediate Manager, Team Leader, Senior Manager and VP.

The successful candidate must be fluent in both English and Arabic, with strong verbal and written communication skills. 

OTHER:

• Perform all tasks in a timely manner, ensuring all deadlines are met.
• Comply with MVW and any applicable Marriott International policies and procedures.
• Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
• Maintain an attitude and commitment to provide excellent service to all customers and associates. 
• Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
• Maintain a strong working knowledge of all relevant MVW products, programs, systems, and operational tools required to perform the role effectively.
• Be able to demonstrate a strong knowledge of the Marriott Bonvoy Program and MVW operations.
• Maintain computer systems knowledge (Microsoft applications, E: Mail, Word etc).
• Work with all MVW colleagues as a team, supporting the needs within that team and those of the business at all times.
  

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