Membership Advisor (English & Japanese)

Membership Advisor (English & Japanese) in Singapore Owner Services at Marriott Vacations Worldwide

The Membership Advisor will be responsible for servicing inbound member calls and emails from our exclusive Marriott Vacations Club Member base. This position will complete reservations and encourage member retention through value-added delivery.

Core Work Activities

1. Handle in-bound calls within stipulated service levels
2. Assist customers in vacation planning and worldwide hotels reservations through the system
3. Assist in resolving customer care issues and handle customer enquiries
4. Take responsibility for call logs and documentation into the system
5. Optimize booking opportunities and promote customer retention and loyalty
6. Answer emails with accuracy, clarity, and simplicity in a customer-friendly as well as professional manner
7. Work cross-functionally with other departments to ensure business needs are addressed and customer satisfaction achieved
8. Meet up with members for one-on-one program education (by appointment only) on an ad-hoc basis
9. Assist customers who purchased different products from Marriott Vacation Club i.e. Asia Pacific Points (Singapore Club), MVCD Exchange Program Australia (Australia Club), Bali Plan, Marriott Vacation Club Destination (MVCD), Legacy Weeks and any other new Club
10. Send acknowledgement confirmation to members after every request
11. Post-Stay follow-up – to follow up based on customers’ comments from Owner Satisfaction Survey, emails, and phone
12. Assist with tasks such as introductory call, call back requests, and unassigned calls on an ad-hoc basis
13. Fulfill trade for Marriott Reward Points and issue certificates
14. Collect Annual Dues, Maintenance Fee, and Loan Payments
15. Generate upgrade and referral leads
16. Work closely with Contract Admin team to assist with contract modifications and resale inquiry
17. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned

Preferred Qualifications

1. Minimum of one (1) year of experience in the related field is preferred
2. Required language(s): This role is expected to communicate with English or Japanese speaking guests. Knowledge of English/Japanese language is essential
3. Applicants must be willing to work on weekends and Public Holidays when scheduled
4. Willing to work on rotating shifts

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