Supervisor Club Operations

Club Operations – Asia is responsible for providing spectacular service and excellent response standards in align with our H.I.L.T.O.N. values as we communicate with our Japanese and Korean Club Members and Team Members.

Supervisor Club Operations is responsible for fulfilling the following responsibilities of:

• Being a part of recruiting process to hire potential talents for Club Counselors.
• Training and coaching Club Counselors to respond to Club Members questions and complaints and troubleshoot problems with service or product. 
• Ensuring Club Counselors understand and comply with all call center objectives, performance standards and policies.
• Answering Club Counselors questions regarding best practices or difficult calls.
• Monitoring Club Counselors performance, providing learning or coaching opportunities, and taking corrective actions.
• Identifying operational issues and suggesting possible improvements.
• Preparing reports and analyzing data to assist management in the formulation of targets for individuals and teams.
• Working with Team Leads to support Club Counselors and maximize customer satisfaction.

In addition, Supervisor Club Operations is responsible for: 

• Handling calls elevated by Club Counselors requiring customer service recovery. 
• Coaching, mentoring and giving one on one feedback to Club Counselors. 
• Giving extra attention to new Club Counselors by offering encouragement and sharing experiences to provide a hospitable transition into the organization. 
• Assisting with the call quality monitoring program and quality monitoring of e-mail communications.
• Distributing and ensuring fulfillment of email and fax correspondence while ensuring the workload is distributed equally and fairly.
• Performing any reasonable requests by management that supports the department’s mission and goals.
• Devise ways to optimize procedures and keep staff motivated.
• Measure performance with key metrics such as call abandonments and call waitings. 
• Other duties that was assigned by the superior.

Required Qualifications

• Minimum 5 years of experience of working in a customer facing environment/ Good knowledge of customer relations and conflict resolution skills
• Excellent verbal and written customer communication and computer literacy skills in Japanese and English. 
• Ability to motivate, coach and inspire others.
• Outstanding communication and negotiation abilities
• A results-oriented approach.
• Excellent organizational and leadership skills
• Flexible work our shift including working in night time and weekends /holidays.

Preferred Qualifications

• Minimum 5 years of professional customer service experience preferably in an inbound call center environment.

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  Benefits that support Team Member health and financial wellbeing.

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  Travel and hotel discounts for Team Members, family and friends.

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  A healthy work-life balance with PTO and flexible hours.

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  Team Member events that build camaraderie through fun activities.

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  An open-minded culture committed to diversity and inclusion.

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  Incentives for Team Members that exhibit excellence every day.

List Japan Specific Holidays/Vacations

• Two days off per week (Japan only)
• An average of 124 days off each year (Japan only)
• Observance of national holidays
• Paid vacation time and sick leave