Job Number 24175727
Job Category Information Technology
Location CEC Singapore, 238B Thomson Road, Singapore, Singapore, Singapore VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY


As a member of the support organization, provides call resolution support for technical and functional aspects of Marriott’s Reservation Systems, Sales & Catering, One Yield, Mobile Guest Services, and Property Management Systems applications and components. This includes Desktop / laptop troubleshooting, Browsers, MI Connector, and basic network connectivity and troubleshooting. Support for other Marriott standard products may be required.


CANDIDATE PROFILE


Education and Experience

• High school diploma, or equivalent
• 3+ years’ experience at contact center, customer service or hospitality environment. These experiences may include:
  • Supporting technology in a call center environment
  • Supporting business applications
  • “super user” of business applications.
  
  

Preferred:

• The ideal candidate will have deep experience in using/supporting Marriott applications in a hotel or service desk environment
• Undergraduate degree
• Hospitality/Sales, Reservation Systems, Revenue Management, Front Desk, or Mobile Guest Products experience
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.

CORE WORK ACTIVITIES


CORE WORK ACTIVITIES


Call Resolution Process

• Provides excellent customer service and follow-up for all customers who call into the support desk.
• Maintains, reviews and complies with all distributed documentation that pertains to products supported or operating procedures.
• Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
• Assists other analysts as necessary with support issues and escalations.
• Performs the following types of basic tasks: analysis, auditing, forecasting, research, and report generation.
• Responds to, resolves and makes decisions on standard/routine business requests with limited risk.
• Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
• Assists more senior associates in achieving business results by:
  • Utilizing technical knowledge and skills to enhance business processes.
  • Establishing priorities for self and, where appropriate, others.
  • Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
  • Contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).
• Performs other duties as appropriate

Key accountabilities include:

• Provides escalation support in area of responsibility
• Provides support and level-one resolution determination for a specific Marriott business application using documented procedures and available tools
• Records incidents in CRM tool per established service level agreements (SLAs)
• Ensures timely resolution and escalation of incidents as needed, identifies impact to customer and assigns the appropriate priority.
• Communicates resolution and/or next steps to the customer.
• Strong communication skills (written and verbal) and able to speak to customer and document interactions in business terms
• Working hours will be scheduled as required to accommodate global customer demand and work schedules may be rotational or outside of what is considered “local business hours”
• This position is a remote work from home and requires a quiet home office environment that is conducive to conduction business over the telephone.

Major Decision Making Impact:

• Functions as the customer advocate for Marriott business applications.
• Determines and assigns priorities for incidents.
• Mentors other/newer team members
• Participates in special project assignments as a subject matter expert
• Handles escalation or complex matters

Key customers include support communities for the following applications One Yield, Sales & leaders and associates, PMS General Managers, Sales and Catering Teams, Reservation Systems communities, Corporate business partners, and other approved users of Marriott’s applications.


Measurements of success include:

• Logging, at a minimum, 90% of all support efforts (in-bound calls, out-bound calls, research, troubleshooting, follow-up) into CRM tracking software
• Maintaining an average customer service quality survey score of 80% or better
• Maintain an acceptable closure rate on all cases as defined by the management team
• Arriving to work on time as scheduled by Manager
• Completion of any other support-related tasks as assigned Manager, within a reasonable timeframe
• Answer ACD calls within three rings
• Maintain or exceed internal/external SLA’s
• Meet minimum requirements for usage and contributions to the Knowledgebase/SME areas of accountability

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.