JOB SPECIFIC TASKS

Reporting

Creation of Marketing and Sales reports as requested by the business

Generation of Marketing and Sales lists from Digital lead generation efforts and Call Centre database(s)

Manage the Refer & Share application and lead flow as appropriate for the Thailand Call Centre.

Developing and Monitoring KPIs: Define and measure KPIs that align with business goals. This involves setting up systems to track these indicators effectively.

Create and communicate a report status update tool

Maintain and update existing reports

Create a system-visible library of reports

Systematically identify and define problems, evaluate alternatives and implement effective solutions

Report documentation provision and cataloguing.

Ensure the MVCI data strategy is observed; work with end users to ensure data accuracy is maintained.

Hold responsibility as the MVCI Marketing and Sales system administrator.

Data Management

Data management: Lead management in MOOD (Marketing Oracle on Demand), InContact/Dialer data management,

Refer & Share App data management for Thailand Call Centre.

Training and level 1 support: Ensure users are utilizing the systems correctly through regular monitoring and training sessions. Provide support by addressing user inquiries and resolving issues. Communicate unresolved issues and requirements to higher-level support when necessary.

Problem/Error-solving: Identify and correct source of data/report error. Identify and define new process improvement opportunities.

Collecting and analysing data: Gather data from various sources (MOOD, InContact OTM, Cognos), clean and prepare it for analysis.

Communication

Speak to guests and co-workers using clear, appropriate and professional language.

Answer 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.

Policies and Procedures

Ensure maximum integrity and data security in line with company policies and procedures.

Maintain confidentiality of proprietary materials and information.

Follow company and department policies and procedures.

Protect the privacy and security of guests and coworkers.

Attend meetings as required by Supervisors.

Skills

Analytical skills: Ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy.

Interpreting data: Utilize statistical techniques and a thorough understanding of call Center operations to analyse data and identify trends or patterns.

Computer Skills

Use computer systems and software packages to input, access, modify, store, or output information

Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

Working with Others

Support all co-workers and treat them with dignity and respect.

Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Develop and maintain positive and productive working relationships with other employees and departments.

Physical Tasks

Enter and locate work-related information using computers and/or point of sale systems.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance.

Other:

Perform all tasks in a timely manner ensuring all deadlines are met.

Perform other reasonable duty or function that may be assigned by management.

Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.

Maintain an attitude and commitment to provide excellent service to all customers and associates.

Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.

Maintain computer systems knowledge (Microsoft Office and MVCI / MVW database systems).

Maintain current computer systems knowledge as used by the company.

Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.

CANDIDATE PROFILE 

Preferred Education and Experience

High school completion or equivalent

Related work experience

Required Qualifications

Proficiency in reading and writing English (additional language required for certain positions)

Willing To:

Work in contact with the general public using strong communication and customer service skills

Demonstrate openness to adapt to different cultural contexts based on location

Must be willing to be flexible across shifts as required by business needs.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

Interpersonal Skills

Diversity Relations

Customer Service Orientation

Team Work

Interpersonal Skills

Analytical Skills

Learning

Computer Skills

Strong analytical skills

Personal Attributes

Ability to work unsupervised whilst delivering a high quality service

Integrity

Positive Demeanor

Initiative

Ability to work in a fast paced environment

Dependability

Stress Tolerance

Adaptability/Flexibility

Professional Demeanor

Communications

Listening and Comprehension

Telephone Etiquette Skills

Communication – verbal, electronic

English Language Proficiency (second language as required)

Applied Reading

Technical Skills

Working knowledge of Word, Excel and Outlook.

Full understanding of the complete report writing process

Knowledge of Query Studio is an advantage.

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