JOB SUMMARY

The Correspondence Advisor will be responsible for replying email/fax/snail mail 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.    To answer all correspondence concerning MVCI and the Marriott frequency or Loyalty programs, either by outbound call, return correspondence or e-mail within the designated turnaround time so as to assure every customer is satisfied.  

2.    To assist Members/Owners /Membership Advisor with written correspondence to assure professionalism.

3.    To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates in the center which will, in turn, support their efforts to provide excellent customer service to customers and other associates of Marriott Guest Services.  

4.    To respond sensitively to the needs and the feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.

5.    To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges to get work done with a high degree of quality.  

6.    To make sound logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand.

7.    To be willing to train and instruct other members of the Correspondence Advisor/Membership Advisor and the operation by passing along the skills and information to assist them in their development and advancement.

8.    To understand the center as a business and the requirements of the operation to maintain the service and the quality levels that Marriott Customer Services has set for itself.

9.    To help create an ongoing effort to improve the center and the Correspondence Advisor in Member Services department through personal action and by contributing ideas to support both the department’s and the organizations’ improvement effort.

10.    Takes functional direction and performs additional duties as directed by the Senior Assistant Manager, Service as well as Senior Manager, Service.

11.    Every associate is empowered to resolve a customer’s problem and to prevent repeat occurrence.  Associates are empowered to spare the customer any inconvenience.

12.    Assist in resolving customer care issues and initiate Service Recovery and handle customer enquiries.

13.    Optimize booking opportunities and promote customer retention and loyalty.

14.    Assist customers who purchased different products from Marriott Vacation Club, i.e. Asia Pacific Points (Singapore Club), MVCD Exchange Program Australia (Australia Club), Marriott Vacation Club Destination (MVCD), legacy weeks & any new product which may launch in the future. 

15.    Send acknowledgement confirmation to members after every request, when necessary. 

16.    Post-Stay follow-up – to follow up based on customers comments in the Member Satisfaction Survey (MSS)

17.    Collect Maintenance Fee from Members

18.    To generate upgrade and referral leads 

19.    To work with NOA team for membership transfer

20.    To be available to answer any inbound calls in a timely and efficient manner by maintaining a business-like manner at all times as and when required.

21.    This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned 
 

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