Telemarketing Executive (Mandarin-English Speaking, Taiwan Market Focus)

Position Overview:

The Telemarketing Executive is responsible for arranging for guests to attend a presentation at an Anantara Vacation Club (AVC) preview centre as part of a holiday package. Guests who accept a holiday package must attend a presentation about Anantara Vacation Club.

The Telemarketing Executive will represent the Club in a courteous, enthusiastic, and diligent manner. It will be the Telemarketing Executive’s responsibility to ensure that each guest clearly understands the offer and is qualified to attend the presentation.

Key Responsibilities:

• Contact potential guests by telephone to offer a discounted holiday package, meeting outbound dial goals as set while meeting all efficiency guidelines set forth.
• Follow a scripted presentation to ensure accurate communication to potential guests and to maximise the number of preview presentations booked.
• Employ an empathetic, listening, problem-solving approach to overcoming objections and persuade the guests to book a package and attend the preview presentation.
• Support the customer’s decision to purchase the holiday package by sharing benefits and reinforcing the fun and rewarding aspects.
• Ensure all guests meet the qualifications and details of participation of each offer and ensure timely and accurate documentation of such.
• Effectively manage assigned leads for maximum conversion to preview presentations.
• Perform clerical or other reasonable duties requested by the Telemarketing Team Leader.
• Always ensure that you represent the company in an ethical, moral, and professional manner, ensuring that the company and its associated brands are not compromised.
• Support the company’s marketing strategies.
• Set and review performance goals weekly, monthly, and YTD.
• Respect and interact with your colleagues to maintain a ‘one team’ ethos.
• Demonstrate a full understanding of AVC’s culture and processes.
• Maintain an awareness of current events (e.g., news, sports, music, culture) and AVC destinations to foster relationship building with potential guests and owners.
• Perform other duties as assigned, which may include business travel.

Key Performance Indicators:

Performance reviews will be conducted on a regular basis and may require coaching programs to enhance skills and overall productivity. This position will be measured against the following criteria:

• Achievement package booking quotas.
• Level of spoken English, and other targeted languages, as required.
• Demonstrating confidence and personality to repeatedly open new conversations with   potential customers from all over the world.
• Self-motivation and focus on meeting targets.
• Ensuring that AVC operational standards are met in relationship to Team Values and Goals
• Displaying personal motivation and effort to assist in the smooth operations and profitable performance of all promotional events.
• Demonstrating willingness to seek new knowledge.

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Required Skills and Attributes:

To perform this job successfully, you must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations are made to enable individuals with disabilities to perform the essential functions:

• Fluency in English and other languages as indicated by job title.
• Positive and enthusiastic attitude.
• Excellent verbal and non-verbal communication and listening skills.
• Ability to work independently, as well as being an active team player.
• Ability to multi-task and to work quickly and accurately in a high-volume environment.
• Ability to perform well under deadlines and respond well to constant change.
• Problem-solving and negotiating abilities.
• Must be willing to work flexible hours, weekends, or holidays if the need arises.

Physical aspects of this position may include:

• Extended periods of sitting required.
• Heavy use of telephone for verbal communications.
• Some light lifting, and filing may be required.

Education and/or Experience:

• Previous telemarketing service experience is preferable.
• Minimum one year’s experience in vacation ownership or timeshare sectors and/or two years’ experience in direct sales is preferable.
• Tertiary or university education is desirable, though not essential.

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