Job Location:
Avani Office
Overview
Minor Hotels is an international hotel owner, operator and investor, currently with a diverse portfolio of over 530 properties designed intelligently to appeal to a variety of travellers, serving new passions as well as personal needs. Through our Anantara, Avani, Elewana, Oaks, NH Hotels, NH Collection, nhow and TIVOLI properties, Minor Hotels operates in 50+ countries across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America.
Role
The success of Minor Vacations rests upon the quality and integrity of our brand. The role of the Customer Services Supervisor is to handle key issues around customer relations and, summarized as follows:
Customer Relations: ensure complaints are addressed in a timely and conclusive manner. This includes all complaints relating to Club Points Ownerships, issues involving regulatory agencies such as Consumer Protection Board, issues involving arbitration, local courts and other sensitive issues as deemed appropriate by Minor Vacations functional heads. The Customer Services Manager will execute both reactive and proactive strategies in conjunction with the Marketing, Preview Centres and Club Services departments to address Guests and Club Points Owners complaints.
Resolutions: As directed by Senior Customer Services Manager& Assistant Customer Services Manager, you will assist in the review of: (1) marketing materials, including contest entry slips, direct mail pieces, Owner Referral material, and the administration of submissions to various jurisdictions as required; and (2) collateral used at Preview Centres, including Disclosure Statement, T-Sheet, Owner's Acknowledgement, Wall Boards, etc.
Key Responsibilities
- Assist to manage the day-to-day operations of the Resolutions department. This includes hiring, training, conducting performance reviews, review of consumer correspondence, interfacing with Legal, Preview Centres, Club Services, Regulators, Club Points Owners and other customers as necessary; and coordinating efforts across division lines as required. (50%)
- Represent Minor Vacations in arbitration, mediation and local court cases. Prepare accurate and comprehensive documentation supporting Minor Vacations's position. (10%)
- Prepare comprehensive monthly reports focusing on key issues of concern. Identify repetitive issues and address with appropriate management personnel. (10%)
- Review preview centre and marketing materials directed to the consumer at large. Coordinate feedback with preview centres and marketing as necessary. (15%)
- Establish proactive relationships with regulatory agencies and public forums to ensure Minor Vacations is viewed in a positive light within the community. (5%)
- Special projects, as assigned. (10%)
Qualifications
- 1-3 years related education and training or equivalent combination of education and experience.
- Native language proficiency in Mandarin-English is a key requirement for success in this role. Additional proficiency in Cantonese will be highly regarded.
- Communication skills: Ability to read, analyze and interpret the most complex documents. Ability to respond effectively to sensitive inquires and complaints.
- Ability to use Microsoft Word and Excel.
- Strong problem-solving skills as it relates to consumer communications, evaluating sale documents on complex issues and finding creative solutions.
- Ability to work effectively across division lines at all levels of the organization.
- Ability to interface with external parties including regulators and external legal counsel.
- Strong negotiating skills.
- Self-motivated with strong organizational skills.
- Ability to work in a multitask, multi-function environment managing priorities effectively.
License, Certificates And Registrations
Not applicable
Other
Some travel may be required
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