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.
Sr. Training Specialist & Owner Services Asia is responsible for fulfilling the following responsibilities of:
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.
Maintains and updates training materials and job aids, as needed, to ensure all information is up-to-date and accurate
Assists with the Knowledge Base System, in keeping it updated and accurate
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 support the department's mission and goals.
Devise ways to optimize procedures and keep staff motivated.
· Performs other related duties as assigned.
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
Education
High school/GED
License/ Certificates
Eligible to work in Japan
Years of related experience
5-7
Preferred Qualifications
Minimum 5 years of professional customer service experience preferably in an inbound call center environment.
English communication skills
Required Qualifications