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Supervisor Customer Care
Hilton Grand Vacations —新宿区
- 営業経験
- Microsoft Office
- コミュニケーションスキル
- OJT
8時間前

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東京都新宿区歌舞伎町でのTokyo Eye Serviceの求人

Supervisor Customer Care

Hilton Grand Vacations -
新宿区

今すぐ応募する

求人の詳細

8時間前

福利厚生

資格とスキル

営業経験
コールセンター経験
日本語
Microsoft Office
コミュニケーションスキル

仕事内容の詳細

The position is expected to contribute to the success of HGV business by approaching the tasks stated below with a high standard, work on optimizing performance and improving the operation of the team while maintaining the brand value based on H.I.L.T.O.N values, maximize the Show-Up rate of timeshare sales presentation by increasing the customer engagement for VIP and Package holders. As a part of Direct Marketing team, focus on optimizing sales & marketing performance and improving operations.

Job Purpose/Mandate

Manage VIP for Japanese and Korean (Vacation Introductory Program) activation, tour booking, fulfillment operation
Manage Japan/Hawaii/Korea package activation, tour booking, fulfillment operation
Manager tour reschedules and cancellations
Handle general inquiries from guests and owners
Work with Orland and Hawaii teams to manage resort and hotel inventories

Team Management

Support to achieve goals for individuals, Activation team and overall Direct Marketing
Predict workload and control the appropriate staffing and work schedule
Conduct call monitoring, coaching, Off-JT and OJT to agents
Create and update tools such as process manuals and talk scripts
Answer questions from the agents and provide the right guidance and feedback
Handle complaints and deal with call escalation as needed
Motivate and encourage agents through positive communication and feedback
Execute action plan and manage KPIs
Manage agents and team schedules
Create and update tools such as WEB form, communication letter, etc., aligning with related departments
Identify and report process issues/opportunities to Manager appropriately
Other duties requested by Management members

Typical KPIs to focus on (subject to change depending on business situation)

Hawaii tour Booking
Customer service level (% Ans Calls, % Abandoned Calls, talk time, etc)
Show-up rate
No-show rate
Cancel rate

Cancel rate

Please list the specific qualifications, years of experience, knowledge, skills and abilities needed for this position

Proven experience as call center supervisor or similar supervisory position more than 1 year
Strong leadership and a team player
Model performance as Call center agent
Excellent customer communication skills in Japanese
Skills for handling difficult complaints and problem-solving ability
Skills to motivate and coach agents with inspiring guidance
Experience of improving productivity through continuous business improvement activities
A results-oriented approach and Stress tolerance
Working knowledge of MS Office suites

Work experience in marketing and sales
Knowledge and experience of timeshare business
Business level of English

Education

Associate's Degree/College Diploma/Cepeg

Same

License/ Certificates

Work permit in Japan

Years of related experience

3-5

5-7

Years of management or supervisory experience

Management or supervisory experience type

Supervisory

Add'l requirements (i.e. % of travel, etc.)

Ability to work a flexible schedule including evenings, holidays, and weekends

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