Specialist Direct Marketing (Inbound/Korea Line)

📌 Core Information

🔹 Job Title: Specialist Direct Marketing (Inbound/Korea Line)

🔹 Company: Hilton Grand Vacations

🔹 Location: Japan

🔹 Job Type: On-site

🔹 Category: Hospitality

🔹 Date Posted: 2025-01-23

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Handling inbound and outbound calls to propose and book participation in timeshare sales presentations in Japan and Hawaii
• Managing customer inquiries and achieving performance targets
• Operating in a fast-paced, target-driven environment
• Collaborating with a diverse team to ensure customer satisfaction and sales success

ASSUMPTION: This role requires strong communication skills, both verbal and written, in Japanese and English. It also demands a high level of multitasking and organizational skills to manage multiple calls and customer interactions effectively.

📋 Key Responsibilities

✅ Handle inbound and outbound calls to propose and book participation in timeshare sales presentations in Japan and Hawaii

✅ Manage customer inquiries and complaints, ensuring high levels of customer satisfaction

✅ Achieve monthly, quarterly, and annual performance targets related to sales and customer satisfaction

✅ Collaborate with the team to ensure smooth operation of the call center and achievement of collective targets

✅ Maintain accurate records of customer interactions and sales using Salesforce, VOICE, and Excel

ASSUMPTION: This role involves a significant amount of data entry and requires proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint.

🎯 Required Qualifications

Education: High school diploma or equivalent

Experience: 1+ years of call center experience or similar role

Required Skills:

• Strong communication skills in Japanese and English (both verbal and written)
• Excellent problem-solving and complaint handling skills
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Ability to work well under pressure and meet sales targets
• Experience in sales or marketing is preferred but not required

Preferred Skills:

• Experience in timeshare sales or knowledge of the timeshare industry
• Fluency in additional languages

ASSUMPTION: Due to the nature of the role, candidates must be able to work flexible hours, including evenings, weekends, and holidays as required.

💰 Compensation & Benefits

Salary Range: ¥3,500,000 - ¥4,500,000 per year (Based on industry standards for similar roles in Japan)

Benefits:

• Health insurance
• Dental insurance
• Retirement savings plan
• Employee discounts on Hilton Grand Vacations properties and services

Working Hours: Full-time, 40 hours per week, with flexible scheduling to cover peak customer call times

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles in Japan. Actual compensation may vary based on factors such as experience, skills, and performance.

📌 Applicant Insights

🔍 Company Context

Industry: Hospitality, specifically vacation ownership and timeshare sales

Company Size: 10,001+ employees, providing a large, diverse work environment with ample opportunities for growth and career advancement

Founded: 1992, with a rich history in the hospitality industry

Company Description:

• Hilton Grand Vacations is a global leader in vacation ownership, developing, marketing, and operating a portfolio of high-quality, shared-ownership properties in highly desired vacation destinations
• The company also manages and operates innovative club membership programs providing exclusive exchange, leisure travel, and reservation services for its Members
• At Hilton Grand Vacations, the culture of hospitality extends to its more than 10,000 Team Members who collectively play an important role in delivering exceptional service, quality accommodations, and memorable travel experiences

Company Specialties:

• Vacation Ownership
• Real Estate Sales
• Customer Service
• Resort Operations
• Sales & Marketing
• Call Center Operations
• Corporate Functions
• Guest Services
• Telesales
• Real Estate
• Hospitality
• Timeshare
• Human Resources
• Finance & Accounting
• IT

Company Website: careers.hgv.com

ASSUMPTION: Hilton Grand Vacations offers a dynamic work environment with a strong focus on customer service, sales, and team collaboration. The company's global presence provides opportunities for international travel and career growth.

📊 Role Analysis

Career Level: Mid-level, with opportunities for growth and advancement within the company

Reporting Structure: This role reports directly to the Call Center Manager and works closely with the sales and marketing teams

Work Arrangement: On-site, with flexible scheduling to accommodate peak customer call times

Growth Opportunities:

• Advancement within the call center, such as team lead or supervisor roles
• Transition to other departments, such as sales, marketing, or resort operations
• International assignments or transfers to other Hilton Grand Vacations properties worldwide

ASSUMPTION: Due to the nature of the role, there may be opportunities for overtime or additional compensation during peak sales periods.

🌍 Location & Work Environment

Office Type: Corporate office environment with a call center setting

Office Location(s): 5323 Millenia Lakes Boulevard, Suite 400, Orlando, FL 32839, US and 6355 MetroWest Boulevard, Suite 180, Orlando, Florida 32835, US

Geographic Context:

• Orlando, FL, is a major tourist destination with a diverse and multicultural population
• The office is located in a bustling business district with easy access to public transportation and amenities
• The area offers a range of housing options, from urban apartments to suburban homes

Work Schedule: Full-time, 40 hours per week, with flexible scheduling to cover peak customer call times

ASSUMPTION: The work environment can be fast-paced and demanding, with a high volume of customer calls and sales targets to meet. However, the company provides extensive training and support to help employees succeed in their roles.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening interview
• In-person or virtual interview with the hiring manager and/or team members
• Background check and reference verification
• Job offer and onboarding

Key Assessment Areas:

• Communication skills, both verbal and written
• Problem-solving and complaint handling skills
• Sales and customer service skills
• Microsoft Office proficiency
• Adaptability and ability to work well under pressure

Application Tips:

• Tailor your resume to highlight relevant skills and experiences, such as call center experience, sales, marketing, or customer service
• Prepare for behavioral interview questions that focus on problem-solving, customer service, and sales scenarios
• Demonstrate your enthusiasm for the role and the company during the interview

ATS Keywords: Inbound, outbound, sales, marketing, customer service, call center, problem-solving, complaint handling, Microsoft Office, timeshare, vacation ownership

ASSUMPTION: Hilton Grand Vacations uses an Applicant Tracking System (ATS) to manage job applications. Including relevant keywords in your resume can help your application get noticed by the system.

🛠️ Tools & Technologies

• Salesforce
• VOICE
• Microsoft Office (Excel, Word, PowerPoint)
• Customer Relationship Management (CRM) software
• Call center software and hardware

ASSUMPTION: Proficiency in these tools and technologies is required for this role. Training will be provided, but candidates should have a basic understanding of how to use them.

👔 Cultural Fit Considerations

Company Values:

• Hospitality
• Integrity
• Leadership
• Teamwork
• Ownership
• Innovation

Work Style:

• Fast-paced and target-driven
• Collaborative and team-oriented
• Customer-focused
• Adaptable and resilient

Self-Assessment Questions:

• Do you thrive in a fast-paced, target-driven environment?
• Are you a strong communicator, both verbally and in writing?
• Do you have a proven track record of success in sales or customer service?
• Are you comfortable working with a diverse team and collaborating to achieve collective targets?

ASSUMPTION: Hilton Grand Vacations values candidates who are passionate about hospitality, customer service, and sales. They seek individuals who are adaptable, resilient, and committed to delivering exceptional service and memorable travel experiences.

⚠️ Potential Challenges

• Handling a high volume of customer calls and complaints
• Meeting monthly, quarterly, and annual sales targets
• Operating in a fast-paced, competitive environment
• Adapting to changes in sales strategies, customer preferences, and market conditions

ASSUMPTION: These challenges can be overcome with strong problem-solving skills, a customer-focused mindset, and a commitment to continuous learning and improvement.

📈 Similar Roles Comparison

• This role is similar to other call center and sales positions within the hospitality industry, but it focuses specifically on timeshare sales and inbound/outbound calls
• Compared to other sales roles, this position requires a strong focus on customer service and complaint handling, as well as the ability to work well under pressure
• Career progression in this role may involve transitioning to other departments, such as sales, marketing, or resort operations, or taking on leadership or management roles within the call center

ASSUMPTION: This role offers a unique opportunity to gain experience in timeshare sales and customer service, while also providing a pathway for career growth and advancement within the company.

📝 Sample Projects

• Developing and implementing a new customer service script to improve customer satisfaction and sales
• Analyzing customer data to identify trends and opportunities for targeted marketing campaigns
• Collaborating with the sales team to create and execute a successful promotional event or campaign

ASSUMPTION: These sample projects demonstrate the range of responsibilities and opportunities available in this role, from customer service and sales to data analysis and team collaboration.

❓ Key Questions to Ask During Interview

• What are the most common challenges faced by employees in this role, and how can they be overcome?
• How does this role contribute to the overall success of the company, and what are the key performance indicators (KPIs) for this position?
• What opportunities are there for growth and advancement within the company, particularly for employees in this role?
• How does the company support work-life balance for its employees, particularly those in call center roles?
• What training and development opportunities are available for employees in this role?

ASSUMPTION: Asking these questions can help you better understand the role, the company culture, and the opportunities for growth and advancement.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Hilton Grand Vacations careers website
• Tailor your resume to highlight your relevant skills and experiences, such as call center experience, sales, marketing, or customer service
• Prepare for behavioral interview questions that focus on problem-solving, customer service, and sales scenarios
• Demonstrate your enthusiasm for the role and the company during the interview
• Follow up with the hiring manager within 24 hours after the interview to express your appreciation for the opportunity and reiterate your interest in the position

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.