Vacation Advisor - Japanese Speaking

PT. Indonesia MOC Services; Provinsi Bali; On-site; IDR 44,640,000 - 89,280,000; Full time

Job summary

Marriott Vacations Worldwide in Bali seeks a proactive Customer Service Associate to support live verification for bookings, manage slot allocations, and assist guests with hotel reservations and inquiries. You will engage with brokers, perform QA on calls, and maintain detailed records to ensure smooth operations.

The role requires fluent English and Japanese (N1/N2) where applicable, a professional demeanor, and the ability to work in a dynamic team-driven environment, including evenings and

Qualifications

• Fluent in English; second language as required.
• Japanese proficiency (N1/N2) or equivalent.
• Excellent written and oral communication skills.
• Professional and courteous presentation.
• Ability to work in a team and interact with all levels.

Responsibilities

• Assist live verification for bookings from Package/Day Teams.
• Responsible for slot allocations and schedules.
• Perform QA checks during verification calls to reduce incidents.
• Liaise with brokers via calls/emails for bookings and maintain logs.
• Handle customer service hotline for hotel reservations or enquiries for non-members; resolve complaints.
• Invite guests for personal previews of Sales Gallery or offer discounted packages; activate/packages.
• Overcome objections with a polite and enthusiastic demeanor; promote sales.

Skills

Communication

English fluency

Japanese (N1/N2)

Persuasion

Teamwork

Customer service

Professional image

Multitasking

Tools

Microsoft Excel

Microsoft Word

Job description

Job Responsibilities

• 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.
• 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

Key Performance Indicators

• 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.

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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