全职 Senior Manager, Executive Resolution 工作, 薪水 up to SGD 14,000, STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. Central Region (Singapore) 公司招聘中 - Ricebowl

Job description

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Requisition Number 26115617

About the role

This role personally leads and owns the end-to-end intake and resolution of executive level and high-profile customer concerns. The position requires delivering highly personalized, relationship-based advocacy that consistently exceeds expectations, while maintaining composure and decisiveness in fast-moving, high-pressure scenarios.

Key responsibilities

Lead and own the end-to-end intake and resolution of executive level and high-profile customer concerns

Achieve first-contact resolution within required resolution targets, whenever possible

Apply discretion, empathy, and sound judgment in emotionally charged or ambiguous situations

Deliver highly personalized, relationship-based advocacy that consistently exceeds expectations

Anticipate customer needs beyond the immediate issue and proactively address them

Communicate clearly, confidently, and professionally with high profile customers

Draft and deliver communications aligned with executive tone and brand voice

Proactively follow up after resolution to reinforce trust and ensure satisfaction

Partner with Legal, Corporate Communications, Public Relation, Loyalty, and Operations as needed

Surface recurring themes or risks observed through executive cases and contribute to refinement of standard operating procedures

About you

4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; AND three years of experience in customer service, contact center, service recovery environment, or related professional area; OR high school diploma or GED; five years of experience in customer service, contact center, service recovery environment, or related professional area

Adept at managing and communicating with senior level stakeholders

Experience triaging and managing escalated customer service issues

Strong analytical and problem-solving capabilities

Submit application on Marriott Career *************

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Requisition Number 26115617

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

In support of our extensive growth in Asia Pacific, we have immediate positions available at our engaging, fun and award winning Customer Contact Center.