Job Description
We Put the World on Vacation
At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our vacation ownership brands, Club Wyndham, Worldmark, Margaritaville Vacation Club, and Shell Vacations Club, include more than 245 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
Main Responsibilities
Assist the Contact Centre Manager to ensure all activities meet and integrate with organizational
requirements for quality assurance and a high standard of customer service.
Be the primary contact for assisting Pacific and global members with difficulties at resorts per the
Global Member Servicing Policy.
Supervise and ensure that Vacation Exchange check-in problems into resorts around the region
are solved promptly.
Supervise and ensure that Vacation Exchange check-in deletion and relocation cases are solved
within stipulated deadline.
Handle escalated complaint cases and ensure that justified compensation packages are accorded
to complaint members, whilst ensuring customer retention.
Monitor internal staff are giving Quality Service - to members, to affiliated resorts, to the public,
and to staff, including monitoring of corporate standards.
To provide coaching and training needs to individual Customer Care Specialist within the team.
Assist the Contact Centre Manager with some administrative and reporting functions within the
team so as to achieve operational efficiency.
Mentor new hires within the team to bring them up to management expectation both in complain
handling and customer service.
Supervise calls and emails regarding general programme enquiries, feedbacks and complaints
(daily correspondence). Develop and manage a correspondence system and respond to
letters/faxes/emails from members.
Assist the Contact Centre Manager in identifying, implementing and developing customer service
strategies in Operations. Other duties include but are not limited to attending to internal as well
Where Memories Start with You
Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [Confidential Information], including the title and location of the position for which you are applying.
