Club Owner Universal Agent

We're Hiring: Club Owner Universal Agent

We are currently on the lookout for a Club Owner Universal Agent to join our team at Cloudstaff, the #1 workplace everywhere

Role: Club Owner Universal Agent

Work Arrangement: Work from Office

Location: Philippines - Ortigas

Schedule: Night shift

Job Description:

WORK FROM OFFICE - This is a Work-From-Office Setup based in Ortigas

Shift: anytime from 9pm-8am (40 hours/week)

The Club Owner Universal Agent is responsible for servicing Club and Legacy owners, via the phone, email or chat to provide an array of reservation services, answer questions on the Club and/or all Legacy products and services and assist with billing payment processing.  The Specialist will upsell an array of Club & Legacy products and services, referred to as Ancillary revenue and will perform duties in a blended (Inbound, Chat, Text and Outbound) environment.

Duties and Responsibilities:

• Assisting owners with questions about their Club & Legacy ownership
• Role may be facilitated via engagement through phone, email, outbound and chat channels as business needs require
• Completing or assisting owners with making reservations
• Insures accounts are not delinquent in Maintenance Fees or Loan payments prior to booking new or revised reservations
• Processes maintenance fee payments
• Contributes to the revenue of the business through various ancillary revenue sales (ie Renting points, selling Protection Plans, Booking tours, selling packages, and Events Moments to Memories and more)
• Facilitate and accept incoming/outgoing, Chat, Email and Text phone calls and return phone calls
• Maintain and meet/exceed defined agent level performance goals and contribute to the achievement of department goals
• Expected to be a role model for the company's Core Values, always act professional, and be a strong Team Player
• Flexible in work schedule ability to work any hours and days
• Must maintain an 85% Quality Assurance score per month
• Must convert 15% of calls to reservations at a minimum
• Confident and comfortable working in a Pay for Performance role

Qualification and requirements:

• High School diploma, some college preferred
• High level proficiency with Microsoft Office applications, High proficiency in MS Excel required
• Hotel/timeshare experience a plus
• A strategic mindset to problem solving and craft win/win solutions.
• Knowledge Timeshare Ware is a plus
• Previous experience using is a plus

Skills, Knowledge and Abilities:

• Ability to work both in a team and independently
• Excellent organization and ability to multi-task required to handle multiple priorities
• Very detailed oriented and accuracy is a must
• Technically savvy ~ able to quickly pick up and maneuver through several different systems
• Ability to work in a fast paced office environment
• Excellent communication skills
• Bilingual a plus
• Comfortable in Selling all products and Services
• Ability to work with a high level of professionalism at all times
• Flexible schedule – Ability to work weekends, evenings and holidays

**Standards of Performance

Always maintain professional conduct. Expected to work the schedule as prescribed, which includes reporting to work on time, adhering to defined break and lunch schedules, and ending the workday as scheduled.**  Must be able to perform duties to achieve the defined level of productivity and quality goals.  Must be able to manage time and be detail oriented.  Must reflect a high level of competency and professionalism to all guests and other Team Members.  Must exhibit a clean, courteous, and professional attitude and appearance while performing daily duties.

CommunicationsWrites and speaks effectively, using proper communication techniques for the situation; states own opinions clearly and concisely; demonstrates openness and honesty; listens well during meetings and feedback sessions; explains reasoning behind own opinions; ask others for their opinions and feedback; asks questions to ensure understanding; exercises a professional approach with others using all appropriate tools of communication; uses consideration and tact when offering opinions.  Able to express ideas and transmit information clearly in writing.

Customer ServiceIs dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

DependabilityConscientious, responsible, and reliable with respect to work completion, schedules and deadlines, as well as attendance; demonstrates ability to adjust to changing job requirements and/or volume of work; uses resources, including time, effectively and efficiently; learns and uses technology and equipment to improve productivity.

InitiativeIdentifies what needs to be done and takes action; keeps current with new work methods, skills, and technologies related to job/profess; willingly accepts additional assignments; takes appropriate action in face of obstacles; takes ownership for self-development and learning.

Integrity and EthicsDemonstrates commitment to the Division/Department vision, mission and core values; participates in the Division/Department initiatives; takes action consistent with core values even when others don't; follows company/division/department policies, standards and procedures; follows through on commitments and agreements; holds self-accountable for mistakes.

Integrity and EthicsDemonstrates commitment to the Division/Department vision, mission and core values; participates in the Division/Department initiatives; takes action consistent with core values even when others don't; follows company/division/department policies, standards and procedures; follows through on commitments and agreements; holds self-accountable for mistakes.

Interpersonal SkillsDevelops and fosters professional relationships; builds rapport with others; approaches others about sensitive issues in non-threatening ways; listens to and acknowledges other ideas and concerns, even when holding a different opinion; regulates own emotions, thoughts and feelings.  Is open to giving and receiving feedback.

Job KnowledgeDemonstrates knowledge of techniques, skills, equipment, procedures and materials applicable to their position.  Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.

Quality of WorkMaintains high standards despite pressing deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work relative to the position.

Quantity of WorkProduces an appropriate quantity of work; does not get bogged down in unnecessary detail; able to manage multiple projects; able to determine project urgency in a meaningful and practical way; organizes and schedules people and or tasks.

Non-negotiable skills & requirements:

• Technically savvy ~ able to quickly pick up and maneuver through several different systems
• Ability to work in a fast paced office environment
• Excellent communication skills
• Comfortable in Selling all products and Services
• 6 months to 2 years Sales experience.

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition

• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement

• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**