Manage client relationships and provide quality servicing for HGV Club Members from the date of purchase until the time when their Membership Account has been established.
Quality Assurance is the primary liaison to the customer and manage the customer follow-up process in regards to incomplete paperwork/monies for contracts and deeding of the client's new purchase.
Provides professional and Hilton style courteous face-to-face and telephone service for all new HGV customers in accordance with HGV's standards of integrity, quality, and service.
顧客との関係を管理し、購入日からメンバー口座が開設されるまでの間、HGVクラブメンバーに質の高いサービスを提供する。
Quality Assuranceは顧客との主要な連絡役であり、契約や新規購入の証書に関する書類や書類の不備に関する顧客のフォローアッププロセスを管理する。
HGVの誠実さ、品質、サービスの基準に従い、HGVのすべての新規顧客に対し、プロフェッショナルでヒルトンスタイルの丁寧な対面および電話サービスを提供する。
Purchase Date Functions
Assist the sales process by:
- Review documents for accuracy and coordinate with Contracts Processing office.
- Help supporting mailouts from Japan for Hawaii Sales Team
- Answer customers' questions and be prepared to overcome any objections.
- Help Notary Process for Hawaii and Japan Sales and assist with after the deeding process
購入日のオペレーション
- セールスプロセスのアシスト
- 書類が正確かどうかを確認し、契約部と調整する。
- ハワイも含め、セールスチームのために書類の郵送のサポートをする。
- 顧客からの質問に答え、不明な点を事前に準備をして回答準備をする。
- ハワイと日本での販売における公証手続きを手伝い、契約後の手続きをサポートする。
Contracts Processing Interaction
Review mail outs for accuracy prior to being mailed out.
契約部との協力体制
郵送前に正確性を確認する。
Post Sale Follow Up
- Utilize the internal processing system (Chorus) and responsible for recognizing daily revenue.
- Assist owners in obtaining any documentation, information and/or monies needed to process the sale.
- Maintain and work a Pender and Issues Report and perform owner follow-up on all outstanding files until closing.
- Handle and work all cancellation letters and assist the sales team in retaining the sale.
- Assist owners with the cancellation process.
販売後のフォローアップ
- 社内処理システム(Chorus)を活用し、日々の収益を把握する。
- セールスのプロセスに必要な書類、必要情報、支払い手続きにおいて購入者をサポートする。
- ペンダー・レポートとイシュー・レポートを管理し、クロージングまですべての未解決問題について購入者のフォローアップを行う。
- すべてのキャンセル・レターを処理し、セールスを維持するためにセールスチームをサポートする。
- 購入者の解約手続きをサポートする。
Customer Service
- Establish a relationship and be the liaison with HGVC Owner Services Team Members (Club), Sales, Resort Operations, Contracts Processing, and other departments as needed.
- Assist owners with any questions or issues via phone and email or direct them to the correct department.
- Facilitate the critical issues from Japan National Consumer Affairs Center (NCAC) for Japanese Purchasers.
カスタマーサービス
- HGVCオーナーサービスチームメンバー(クラブ)、セールス、リゾートオペレーション、契約部、その他必要に応じて他部署との関係を築き、窓口となる。
- 電話やEメールでメンバー様からのご質問や問題をサポートし、適切な部署へご案内する。
- 日本の消費者センター(NCAC)からの重要な問題を日本の購入者のために解決する。
General
- Possess a professional level of knowledge of both the HGV legal documents and the HGVClub/HVC products.
- Possess computer skills to generate documents through the company software and programs system.
- Assist with various projects and programs in regards to new customers and owners.
- Other business requirements and duties as needed.
その他一般
- HGVの法的文書とHGVClub/HVC商品の両方に関する専門的レベルの知識を有すること。
- 会社のソフトウェアとプログラムシステムを通じて文書を作成するためのコンピュータスキルを有すること。
- 新規顧客やメンバーに関する様々なプロジェクトやプログラムをアシストする。
- その他、必要に応じた業務。
Required Qualifications
- Demonstrate excellent verbal, written communication and interpersonal skills. 口頭、書面での優れたコミュニケーション能力、対人関係能力を発揮できること。
- Able to manage multi-tasks マルチタスク能力
- Demonstrate proficiency in Microsoft Word, Excel and Database programs. Microsoft Word、Excel、Databaseプログラムに習熟していること。
- Ability to obtain Takken license in future. 将来的に宅建免許を取得できること。
- Must be able to work flexible hours and days, including holidays and weekends, meeting the attendance standards required by the company. 会社が求める勤怠基準を満たし、休日や週末を含むフレキシブルな勤務が可能であること。
- Maintain a professional appearance and attitude. プロフェッショナルな身だしなみと態度を維持すること。
Preferred Qualifications
- Bilingual (English / Japanese) speaker, reader, and writer. Ability to write a business letter in both English and Japanese, if applicable. 日英バイリンガル。 日本語と英語の両方でビジネスレターを書くことができる。
- Strong organizational skill 高い組織能力
- High problem solving skill 高い問題解決能力
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