Member Relations Staff/Nhân Viên Quan Hệ Khách Hàng

Collections - Collection on deposit and balance of membership instalments with minimal write off. Button Up - Arrange documentation and paperwork of memberships to be signed and providing after Sales support to ensure minimal drop out Role is combined to ensure efficiency where Collections can be done while waiting for Button Ups.

II. MAIN RESPONSIBILITIES:

 ‘Button Up’

1. Take Members through the Purchase Documentation and ensure that Members have a proper understanding of what they have purchased.

2. Verify that all details entered on the Purchase Documentation are correct.

3. Ensure that the members can afford their purchase and are able to meet the balance payment(s) as outlined on the Purchase Agreement.

4. Ensure that the members are 100% happy and ensure that the member confirms that they join without being pressured before asking them to sign the Purchase Documentation.

5. Ensure that an information email/message with contact details is sent out to the Member immediately after the Members has joined.

6. Ensure that a follow up call is done the day after the member has joined to check whether the rep’s consolidation is done and whether the member still has questions.

7. Ensure that whenever there are issues with a member while they are still in the vicinity of the sales premises that all issues they have are solved.

 Collections

1. Taking care of designated files of Members that have purchased a new Membership or that have upgraded their Membership from the point that the file is allocated to the Collector until such time that all outstanding payments towards the Membership have been completed and the Membership is activated and handed over to Odyssey.

2. Check all the details of allocated files and ensure all details are correctly recorded on Maestro/Viewpoint.

3. Ensure that the Welcome Email is sent out and that a Welcome Call is made within 2 days of the return home date of the member.

4. Ensure that the Member has got a proper understanding of what they have purchased and is 100% happy and that in, case of doubt, appropriate actions are undertaken.

- Regimes and policies of Karma Group

LANGUAGE: Vietnamese & English

SPECIFIC KNOWLEDGE: Product Knowledge and Knowledge of Data Administration

WORK EXPERIENCE IN OTHER COMPANIES (IN CASE OF EXTERNAL SELECTION): Having Sales experience would be an advantage

WORK EXPERIENCE (IN CASE OF INTERNAL PROMOTION): Preferably Sales or Customer Service experience

ABILITIES NEEDED: Strong problem solving & analytical skills