Customer Services Supervisor Mandarin Speaking
Customer Services Supervisor Mandarin Speaking
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Job Description
The success of AVC rests upon the quality and integrity of our brand. The role of the Customer Services Supervisor is to handle key issues around customer relations and summarized as follows:
Customer Relations: ensure complaints are addressed in a timely and conclusive manner. This includes all complaints relating to Club Points Ownerships issues involving regulatory agencies such as Consumer Protection Board 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 Preview Centres and Club Services departments to address Guests and Club Points Owners complaints.
Resolutions: As directed by Senior Customer Services Manager& Assistant Customer Services Manager you will assist in the review of: (1) marketing materials including contest entry slips direct mail pieces Owner Referral material and the administration of submissions to various jurisdictions as required; and (2) collateral used at Preview Centres including Disclosure Statement TSheet Owners Acknowledgement Wall Boards etc.
Key Responsibilities:
- Assist to manage the daytoday operations of the Resolutions department. This includes hiring training conducting performance reviews review of consumer correspondence interfacing with Legal Preview Centres Club Services Regulators Club Points Owners and other customers as necessary; and coordinating efforts across division lines as required. (50%)
- Represent AVC in arbitration mediation and local court cases. Prepare accurate and comprehensive documentation supporting AVCs position. (10%)
- Prepare comprehensive monthly reports focusing on key issues of concern. Identify repetitive issues and address with appropriate management personnel. (10%)
- Review preview centre and marketing materials directed to the consumer at large. Coordinate feedback with preview centres and marketing as necessary. (15%)
- Establish proactive relationships with regulatory agencies and public forums to ensure AVC is viewed in a positive light within the community. (5%)
- Special projects as assigned. (10%)
Qualifications :
- 13 years related education and training or equivalent combination of education and experience.
- Native language proficiency in MandarinEnglish is a key requirement for success in this role. Additional proficiency in Cantonese will be highly regarded.
- Communication skills: Ability to read analyze and interpret the most complex documents. Ability to respond effectively to sensitive inquires and complaints.
- Ability to use Microsoft Word and Excel.
- Strong problemsolving skills as it relates to consumer communications evaluating sale documents on complex issues and finding creative solutions.
- Ability to work effectively across division lines at all levels of the organization.
- Ability to interface with external parties including regulators and external legal counsel.
- Strong negotiating skills.
- Selfmotivated with strong organizational skills.
- Ability to work in a multitask multifunction environment managing priorities effectively.
License Certificates and Registrations:
Not applicable
Other:
Some travel may be required
#LIAC1
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
