Inbound Customer Service - Work From Home (Mexico City area)

MVC Mexico Call Center; Ciudad de México; Híbrido; MXN 156.000 - 268.000; Jornada completa

Descripción de la vacante

Marriott Vacations Worldwide is seeking a Guest Services Representative in Mexico City to handle inbound guest calls, resolve inquiries, and assist with reservation changes. You will maintain brand standards, use effective listening, and provide accurate information about facilities, services, and area offerings.

The role emphasizes courteous communication, teamwork, and adherence to quality assurance. A training in-office setup with future work-from-home opportunities is described.

Formación

• Analytical skills to assess guest needs and resolve concerns.
• Strong interpersonal abilities to build rapport with guests.
• Customer service orientation focused on quality and accuracy.
• Effective communication and active listening in a fast-paced environment.

Responsabilidades

• Inbound guest calls with high quality service and clear communication.
• Assist guests with rescheduling reservations and inquiries.
• Coordinate with Sales, Data Administration, Accounting as needed.
• Maintain guest privacy and protect company information.
• Follow all policies and maintain professional language and etiquette.

Conocimientos

Analytical Skills

Interpersonal Skills

Customer Service Orientation

Team Work

Communication

Listening

Telephone Etiquette

English Language Proficiency

Educación

High school diploma/G.E.D.

Descripción del empleo

Train in office with future work from home opportunities possible!Service inbound guest calls with a high quality of service and clear communication solutions. Maintain a positive and upbeat tone while answering guest questions and concerns. Assisting guest with rescheduling reservations. Contribute to the teams’ efforts in accomplishing set goals. Uphold reservation standards, using effective listening skills and solution-oriented responses. 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. Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.Safety and Security Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.Policies and ProceduresProtect the privacy and security of guests and coworkers.Maintain confidentiality of proprietary materials and information.Follow company and department policies and procedures.Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.Perform other reasonable job duties as requested by Supervisors.Guest Relations Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.Address guests' service needs in a professional, positive, and timely manner.Engage guests in conversation regarding their stay, property services, and area attractions/offerings.Thank guests with genuine appreciation and provide a fond farewell.Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. CommunicationAnswer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.Speak to guests and co-workers using clear, appropriate and professional language.Talk with and listen to other employees to effectively exchange information.Provide assistance to coworkers, ensuring they understand their tasks. Working with OthersSupport all co-workers and treat them with dignity and respect.Develop and maintain positive and productive working relationships with other employees and departments.Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality ImprovementComply with quality assurance expectations and standards. Physical TasksMove, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.SalesPromote awareness of brand image internally and externally.Recognize opportunities to up-sell the customer and sell enhancements to create a better Marriott experience or event.Use sales techniques that maximize revenue while maintaining existing guest loyalty to Marriott. Preview Package Sales/ToursExplain details and requirements related to attending a sales presentation to potential owners.Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for a Marriott vacation club property.Overcome potential owner objections while maintaining a polite and enthusiastic demeanor.Communicate with potential owners via telephone to set up preview package sales/tours, including explaining the opportunities available and answering questions.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.Guest RelationsAnswer guest questions about property facilities/services (e.g., hours of operation, rates and room types, packages, promotions, entertainment, restaurants, special events).Contact appropriate individual or department (e.g., Sales, Data Administration, Accounting) as necessary to resolve guest calls, requests, or problems.CRITICAL COMPETENCIESAnalytical Skills LearningInterpersonal SkillsDiversity RelationsCustomer Service OrientationTeam WorkInterpersonal SkillsInfluenceCommunicationsListeningTelephone Etiquette SkillsCommunicationEnglish Language ProficiencyApplied ReadingPersonal Attributes IntegrityPositive DemeanorDependabilityStress ToleranceAdaptability/FlexibilityPresentationAdministration Telephone OperationsPREFERRED QUALIFICATIONSEducationHigh school diploma/G.E.D. equivalentRelated Work ExperienceNo related work experience is requiredSupervisory ExperienceNo supervisory experience is requiredMarriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.