Water, Nature, Outdoors, Rock, Sea, Ocean

Owner Engagement Consultant

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Owner Engagement Consultant

  • 2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

 

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

  • Provide exceptional customer service to owners by ensuring that all inbound calls are answered and outbound calls are conducted in line with set KPI’s.
  • Answer inbound calls and conduct outbound calls including, but not limited to; welcome calls, retention calls, expiring credits calls, Lifestyle by Wyndham calls, project calls, education to our new & existing owners.
  • Schedule owner education sessions, whilst increasing attendance to maximise sales opportunities.
  • Assist owners in making, altering, or canceling reservations, whilst identifying opportunities to upsell and cross sell.
  • Respond to emails assisting owners with their enquiries including but not limited to; reservation information, confirmations, and additional details.
  • Provide personalised solutions based on the individual owners requirements.
  • Educate customers on the products & services available to drive up the conversion of products & services across their ownership.
  • Make outbound calls to customers to offer products & services based on their personal situation to drive up usage & conversion of the product & services.
  • Perform any other tasks as directed by the Customer Experience leadership team.
  • Achieve program targets as required by the business.

GENERAL

  • Display a Hospitality at Heart service to all internal and external parties. 
  • Display innovation through inspiring, creating and improving processes and products. 
  • Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering the promise. 
  • Display leadership values by ensuring effective communication and respecting your peers and managers.  Support others within the team and empower each other wherever possible
  • Represent the company in an ethical, moral & professional manner
  • Fully observe & remain compliant at all times with Company Policies & procedures
  • Fully observe & remain compliant at all times with all OH&S practices, policies & procedures

KEY POSITION CRITERIA:

  • Exceptional written and verbal communication skills
  • Polished and clear communication skills with excellent telephone manner.
  • Excellent customer service results-driven and detail orientated
  • Exceptional problem solving & negotiation skills
  • Be able to think outside the square to provide personalised solutions to owners – this is not a black & white program so the consultant must be able to develop personalised solutions to each call
  • Effective time management skills with the ability to multitask and strong attention to detail.
  • Experience in either an inbound or outbound call centre environment with a proven track record in sales & customer service
  • Intermediate knowledge in Microsoft products including, Powerpoint, Excel, Word & Outlook
  • Be trustworthy, effective and organised
  • Strong personal values regarding customer service, delivering on the promise and integrity in all activities
  • Ability to quickly build rapport at all levels
  • Positive and enthusiastic attitude and ability to inspire the same in others
  • Excellent facilitation and teambuilding skills with the ability to work with people at all levels
  • Ability to take direction when instructed and to make independent decisions when necessary
  • Ability to work with minimal supervision, remote from the core team
  • Ability to work a 6-day rotating roster & to be able to change hours/days as required

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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 mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-33383

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