Job Description

Responsibilities:

Deliver levels of sales and service which are consistent with quality standards.Maintain comprehensive knowledge of company and departmental products, policies and procedures so that member awareness is increased and the system operates effectively.Educate and guide members on how to effectively utilize their membership benefits and exchange services.Offer alternatives and counsel members observing inventory restrictions andlimitations when possible, but using initiative within corporate guidelines in the interests of enhancing members’ satisfaction.Process exchange confirmations, Getaways, and membership sales.Meet and exceed individual productivity targets on call handling for confirmations and renewals.Handle and take ownership of each call seeing through to solution with Supervisor assistance if necessary.Maintain good communication with members and staff at all levels and undertake all dealings with members that reflect the higher standards of customer service.Handle all calls from Interval members.Telemarketing outbound calls to be made in order to maintain and increase the membership base.Manage database of members having placed requests by using system-generated reports to assist in enhanced searching to achieve members’ confirmed bookings.Ensure contact is made with members every 30 days if their request is not fulfilled.Promote the products of Internal Travel where applicable so that members can make a seamless transfer to complete their needs.Ad-Hoc proofreading of company literature.Perform any other related duties as required.

Requirements:

Portuguese (mother tongue) and English language skillsClear speaking voice and excellent telephone etiquetteWritten ability to enter notes in the systems clearly and conciselySelf motivationInterpersonal skillsAbility to work on own initiativesHigh standard of customer serviceComputer literacyMust be able to work shifts, overtime, weekends and holidaysMust be able to remain calm and courteous in emotionally charged or stressful situation.

Desirable:               Other European Languages

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