-Respond to member communications via the web platform in a professional manner.
-Complete with a high degree of accuracy various affiliate, inter-departmental and inter-company reporting and notifications.
-Provides feedback to call center team leaders and managers.
-Prepares and analyzes internal and external quality reports for management staff review and incorporating observations from the quality monitoring of calls.
-Handle escalations from Call Center Agents and Supervisor.
-Perform investigative tasks to determine root cause and resolution of identified complaints.
-Ensures that agreed resolution deadlines are met and that feedback is provided appropriately.
-Accurately update reporting and tracking of complaint responses.
-Be the primary contact for assisting Asian and Global members with difficulties at resorts within as per the Global member servicing policy.
-Assists with inbound calls as needed, and handles outbound calls to members or affiliates regarding complaints. Ability to work with affiliates, developers and account managers in a collaborative capacity to resolve issues.
-Monitors, analyzes and controls complaints received from members and come up with processes and projects with the aim to reduce the complaints volume.
-Provide recommendations to management in terms of processes and policies that may help reduce the volume of complaints and cost of compensation while increasing member satisfaction.
-Provide proper guidance, support and direction to the sales team by undertaking an advisory role.
-Provide training and guidance to Call Center Agents and Supervisors in terms of first-level objection and complaint handling techniques.
-Work with internal business partners on feedback and recommendations regarding product and service complaints (service lapses or resort quality issues).
-Continuously evaluate and identify opportunities to drive process improvements.
-Make recommendations that facilitate improvement.
-Work closely with different cross sectional teams to improve overall knowledge.
-Monitor internal calls for quality
-Any other duties as required and/or directed.
★外資系旅行サービス会社にて、Customer Care Specialistを担当していただきます。
- At least 2 years of Customer Service experience
- Ability to communicate both written and spoken in business level of Japanese language as to liaise with Japanese clients
- Comfortable to work in fast-paced working environment
*Candidates with no experience but interested on indoor sales role is welcome to apply too