Position Overview:

To serve as the key contact point for our Club Owners, providing customer service and reservation

service to Club Owners in the language of their choice. To also liaise closely with the Contract

Administration and Financial Services departments, ensuring sales contracts are processed and

payments collected in an accurate and timely manner.

Key Responsibilities:

? Provide a high level of customer service for Club Points Owners through the Club Services

centre, website and various communication channels, ensuring a high level of customer

satisfaction.

? Ensure Club Owners Points and other reservations are handled in a timely, courteous and

efficient manner.

? Handle all customer concerns or complaint to a satisfactory resolution.

? Establish and maintain an excellent working relationship with Exchange companies, alliance

partners, Anantara Resorts and other MINOR departments.

? Encourage use of Club resorts to achieve a high occupancy and maximum use of space.

Leadership and Performance Management

? Represent Anantara Vacation Club in a professional, courteous and sincere fashion in order to

foster good working relationships with all our customers, internal and external in line with

company values

? Role Model behaviours expected from staff in line with company values

? Complete other tasks that may be assigned by Management from time to time.

KEY PERFORMANCE INDICATORS:

? Strive to achieve key performance indicators for customer satisfaction ratings

? Minimize instances of contract cancellation due to service delivery failure

? Help ensure Club Resorts operate at an Occupancy level in line with company targets

Qualifications:

? Bachelor’s degree (desirable)

? Excellent English written and verbal skills. Other languages an advantage

Experience:

? Minimum of two (2) years work experience.

? Previous work experience in a timeshare, hotel reservations department or hospitality related call

centre strongly preferred

Key Skills:

? Excellent computer skills with a good understand of reservation software systems.

? Strong customer service ethic. Ability to deal and handle one to one difficult and complaint

situations with customers.

? Strong communication and written skills

? Well organised, high level of attention to detail, ability to communicate effectively with other

departments

? Team member with strong work ethics, flexible in approach and supportive of others (essential)

上班地址：上海市黄浦区龙华东路647号电科滨江中心15楼