Supervisor Customer Care

The position is expected to contribute to the success of HGV business by approaching the tasks stated below with a high standard, work on optimizing performance and improving the operation of the team while maintaining the brand value based on H.I.L.T.O.N values, maximize the Show-Up rate of timeshare sales presentation by increasing the customer engagement for VIP and Package holders. As a part of Direct Marketing team, focus on optimizing sales & marketing performance and improving operations.

Job Purpose/Mandate

• Manage VIP for Japanese and Korean (Vacation Introductory Program) activation, tour booking, fulfillment operation

• Manage Japan/Hawaii/Korea package activation, tour booking, fulfillment operation

• Manager tour reschedules and cancellations

• Handle general inquiries from guests and owners

• Work with Orland and Hawaii teams to manage resort and hotel inventories

Team Management

• Support to achieve goals for individuals, Activation team and overall Direct Marketing

• Predict workload and control the appropriate staffing and work schedule

• Conduct call monitoring, coaching, Off-JT and OJT to agents

• Create and update tools such as process manuals and talk scripts

• Answer questions from the agents and provide the right guidance and feedback

• Handle complaints and deal with call escalation as needed

• Motivate and encourage agents through positive communication and feedback

• Execute action plan and manage KPIs

• Manage agents and team schedules

• Create and update tools such as WEB form, communication letter, etc., aligning with related departments

• Identify and report process issues/opportunities to Manager appropriately

• Other duties requested by Management members

Typical KPIs to focus on (subject to change depending on business situation)

• Hawaii tour Booking

• Customer service level (% Ans Calls, % Abandoned Calls, talk time, etc)

• Show-up rate

• No-show rate

• Cancel rate

Cancel rate