Job Description

職務内容   弊社の企業文化であるおもてなしの心に基づき、下記職務を高い水準にて実行し、当社のビジネスの成功に貢献することを期待されています。

Responsible for providing superior customer service in a contact center environment with advanced, comprehensive and expert 
knowledge of all Legacy and Club products and systems on multiple and concurrent platforms. Candidates must have proficient mastery 
skills in relationship building, customer experience and complaint resolution; both written and oral, while seamlessly administering and 
promoting high-level service to members on Club products in multichannel Club membership programs

Customer service responsibilities:  Answer inbound telephone calls from Club/Legacy members with mastery and efficiency to identify customer’s needs, clarify information, research every issue, and provide solutions, options, and service while documenting interactions in various platforms.
 Confirm reservations at Club Resorts, providing comprehensive information about the resort/property, unit and property amenities and mandatory alerts.
 Confirms Hotel Reservations with Club Points/Bonus Points/Hilton Honors Points through Hilton Honors as well as Direct Stay program
 Initiate outbound telephone calls to Club Members and encourage usage of our program, vacation planning and problem resolution.
 Educate on the use of self-service web/mobile app channels and promotes the usage of self-serve tools when applicable.
 Transact maintenance fee payments, loan payments and payoffs and Club assessments for members and owners when applicable.
 Maintain the highest product expertise with internal customers to include Sales, Direct Marketing, Portfolio Services, Association Services, and other departments when support is required in servicing a member. Rollout and training responsibilities:
 Participate in trainings conducted by U.S. counterparts, sometimes outside normal business hours (before 9:00 or after 18:00).
 Ask questions to deepen understanding and knowledge of the new program
 Support the creation of training materials necessary for program rollout
 Work with team to support & implement new program service model, workflows, and support organization.
 Transfer new program knowledge and skills to other Counselors.  Perform any reasonable request by management that supports the department’s mission and goals.