Assistant Customer Services Manager

[{{ $ | translate}}] Assistant Customer Services Manager
Minor International


Job description

Company Description

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

Job Description

Responsible for leading, guiding and developing a team of approximately 8-10 remote customer services supervisors specializing in handling owner’s feedback in the achievement of team productivity and service objectives.  

Owner Relations :   ensure customer complaints are addressed in a timely and conclusive manner. This includes all complaints relating to Club Points Ownerships, issues involving regulatory agency such as Consumer Protection Board matters, issues involving arbitration, local courts and other sensitive issues as deemed appropriate by AVC functional heads. The Customer Services Manager will execute both reactive and proactive strategies in conjunction with the Marketing, Sales and Club Services departments to address Guests and Club Points Owners’ complaints.

Resolutions : As directed by Assistant Director of Resolutions, the Assistant Customer Services Manager will assist in the review of (1) marketing material directed to consumers at large, including contest entry slips, direct mail pieces and Owner Referral material.  Administration of submissions to various jurisdictions as required; and (2) sales collateral used at sales preview galleries, including Disclosure Statement, T-Sheet, Owner’s Acknowledgement, Wall Boards, etc.

Native language proficiency in Mandarin is a key requirement for success in this role.  Additional proficiency in Cantonese and English will be highly regarded.

Key Responsibilities :

  • Assist to manage the day-to-day operations of the Compliance department.  This includes hiring, training and performance reviews for Customer Service staff; review of consumer correspondence; interfacing with Legal, Sales, Club Services, Regulators, Club Points Owners and consumers as necessary; and coordinating efforts across division lines as required.

  • Represent AVC in arbitration, mediation and local court cases. Prepare accurate and comprehensive documentation supporting AVC’s position.

  • Prepare comprehensive monthly reports focusing on key issues of concern. Identify repetitive issues and address with appropriate management personnel.

  • Review sales and marketing material directed to the consumer at large. Coordinate feedback with sales and marketing as necessary.

  • Establish proactive relationships with regulatory agencies and public forums to ensure AVC are viewed in a positive light within the community.

  • Special projects as assigned.

  • To serve as the key contact point for our Club Owners, providing customer service and reservation service to Club Owners in the language of their choice.

  • To also liaise closely with the Contract Administration and Financial Services departments, ensuring sales contracts are processed and payments collected in an accurate and timely manner.

Employee Development:

Track and analyze individual team member performance data

Create development plans for each team member that contains positive, creative and   effective ideas on ways they can improve their performance

Ensure team member understand and apply information presented during formal training sessions

Conduct informal training sessions of team members

Serve as a mentor for team member

Monitor team member as appropriate and provide feedback, which encourages development

Team Management:

Effectively communicate, at the team and individual levels

Conduct team meetings on a regular basis

Maintain an environment where excellence is rewarded, personal development encouraged

Maintain high employee satisfaction levels

Reward and recognize individual and team performance

Performance Management:

Understand, utilize and enforce department and company policy, procedures and standards

Measure and improve productivity, conduct, and quality standards / expectations

Prepare and conduct monthly and annual performance reviews

Document performance conversations and take appropriate corrective action.

Program and Product Administration:

Ensure team member properly use and communicate details of the products and programs

Resolve escalated servicing issues

Take supervisor calls from owners and handle until resolved

Administrative Duties:

Provide assistance to other departments (Training, Human Resources, etc.) as required

Assist in the selection of team member by conducting interviews

Provide frontline technical assistance (passwords, computer/phone problems) to agents

Conduct tours of team members who visit the office.

Personal Learning and Self-Improvement:

Assume full accountability for learning of new skills, techniques, programs, etc

Create and execute a development plan in concert with immediate Manager

Participate fully in coaching sessions and partner with immediate supervisor and others in development process


High School Diploma or equivalent required with 4-year college degree preferred.

2 years leadership experience in a Customer Experience environment required.

Self-motivated, high energy, principled-based leadership qualities.

Ability to develop and motivate staff.

Sound judgment and critical thinking abilities.

Ability to prioritize and multi-task in a fast-paced environment.

Strong analytical skills including ability to review employee data and behavior to target coaching opportunities.

Demonstrated strong oral and written communication skills including confidence speaking in front of large groups.

Working knowledge of Microsoft Excel, Word,and PowerPoint.

MUST have good command of spoken and written ENGLISH language and be a Native Chinese.

Immaculate telephone manners and communication skills.

Excellent listening skills, critical-thinker with attention to detail.

Willing to work on rotating shifts.

Ability to conduct meeting.

Demonstrate high degree of integrity and confidentiality.


Job type
Shanghai, China
Starting in
As soon as possible
Duration of the contract

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