Specialist Club Global Support

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

This position is responsible for fulfilling the following responsibilities:

• Organize an online/classroom-style introductory training including communication and operational skills.
• Communicate to team and comply with team objectives, performance standards, and policies.
• Develop digital/print educational material and knowledge base.
• Work closely with the Training Team in Orlando and drive rollout of new program/projects. 
• Answer Club Counselors’ questions regarding best practices and Club program.
• Monitor Club Counselors’ performance, provide learning or coaching opportunities and take corrective actions.
• Identify individual and team skills gaps and suggest possible improvements.
• Prepare reports and analyze data to assist management in formulating targets for individuals and teams.
• Handle calls elevated by trainees during on-the-job training. 
• Support recruitment process to hire potential talents for Club.
• Perform any reasonable requests by management that supports the department’s mission and goals.
• Devise ways to optimize procedures and keep staff motivated.

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 skill
• Eligible to work in Japan

Preferred Qualifications

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

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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