**JOB SPECIFIC TASKS** **Reporting** + Creation of Marketing and Sales reports as requested by the business + Generation of Marketing and Sales lists from Digital lead generation efforts and Call Centre database(s) + Manage the Refer & Share application and lead flow as appropriate for the Thailand Call Centre. + Developing and Monitoring KPIs: Define and measure KPIs that align with business goals. This involves setting up systems to track these indicators effectively. + Create and communicate a report status update tool + Maintain and update existing reports + Create a system-visible library of reports + Systematically identify and define problems, evaluate alternatives and implement effective solutions + Report documentation provision and cataloguing. + Ensure the MVCI data strategy is observed; work with end users to ensure data accuracy is maintained. + Hold responsibility as the MVCI Marketing and Sales system administrator. **Data Management** + Data management: Lead management in MOOD (Marketing Oracle on Demand), InContact/Dialer data management, + Refer & Share App data management for Thailand Call Centre. + Training and level 1 support: Ensure users are utilizing the systems correctly through regular monitoring and training sessions. Provide support by addressing user inquiries and resolving issues. Communicate unresolved issues and requirements to higher-level support when necessary. + Problem/Error-solving: Identify and correct source of data/report error. Identify and define new process improvement opportunities. + Collecting and analysing data: Gather data from various sources (MOOD, InContact OTM, Cognos), clean and prepare it for analysis. **Communication** + Speak to guests and co-workers using clear, appropriate and professional language. + Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. **Policies and Procedures** + Ensure maximum integrity and data security in line with company policies and procedures. + Maintain confidentiality of proprietary materials and information. + Follow company and department policies and procedures. + Protect the privacy and security of guests and coworkers. + Attend meetings as required by Supervisors. **Skills** + Analytical skills: Ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy. + Interpreting data: Utilize statistical techniques and a thorough understanding of call Center operations to analyse data and identify trends or patterns. **Computer Skills** + Use computer systems and software packages to input, access, modify, store, or output information + Enter and retrieve data from computer systems using a keyboard, mouse or trackball. **Working with Others** + Support all co-workers and treat them with dignity and respect. + Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. + Develop and maintain positive and productive working relationships with other employees and departments. **Physical Tasks** + Enter and locate work-related information using computers and/or point of sale systems. + Move, lift, carry, push, pull, and place objects weighing less than or equal to 4.5 kilograms without assistance. **Other:** + Perform all tasks in a timely manner ensuring all deadlines are met. + Perform other reasonable duty or function that may be assigned by management. + Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times. + Maintain an attitude and commitment to provide excellent service to all customers and associates. + Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers. + Maintain computer systems knowledge (Microsoft Office and MVCI / MVW database systems). + Maintain current computer systems knowledge as used by the company. + Work with all colleagues as a team, supporting the needs within that team and those of the business at all times. **CANDIDATE PROFILE** **Preferred Education and Experience** + High school completion or equivalent + Related work experience **Required Qualifications** + Proficiency in reading and writing English (additional language required for certain positions) **Willing To:** + Work in contact with the general public using strong communication and customer service skills + Demonstrate openness to adapt to different cultural contexts based on location + Must be willing to be flexible across shifts as required by business needs. **COMPETENCIES -** **Fundamental competencies required for accomplishing basic work activities** **Interpersonal Skills** + Diversity Relations + Customer Service Orientation + Team Work + Interpersonal Skills **Analytical Skills** + Learning + Computer Skills + Strong analytical skills **Personal Attributes** + Ability to work unsupervised whilst delivering a high quality service + Integrity + Positive Demeanor + Initiative + Ability to work in a fast paced environment + Dependability + Stress Tolerance + Adaptability/Flexibility + Professional Demeanor **Communications** + Listening and Comprehension + Telephone Etiquette Skills + Communication – verbal, electronic + English Language Proficiency (second language as required) + Applied Reading **Technical Skills** + Working knowledge of Word, Excel and Outlook. + Full understanding of the complete report writing process + Knowledge of Query Studio is an advantage. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture