Respond to member communications via calls, email, and/or the web platform in a professional manner, meeting/exceeding service expectations. Handle escalations from Call Center Agents and team leaders. Utilise effective listening and customer service skills to identify member needs and/or problems and travel expectations and provide problem solving for members when required. Complete with a high degree of accuracy various affiliate, inter-departmental and inter-company reporting and notifications. Provide feedback to call center team leaders and managers. Prepare and analyze internal and external quality reports for management staff review and incorporating observations from the quality monitoring of calls. Perform investigative tasks to determine root cause and resolution of identified complaints. Ensure that agreed resolution deadlines are met and that feedback is provided appropriately. Accurately update reporting and tracking of complaint responses. Be the primary contact for assisting members with difficulties at resorts in accordance to servicing procedures and policies Assist with inbound calls as needed, and handles outbound calls to members or affiliates regarding complaints. Ability to work with affiliates, developers and account managers in a collaborative capacity to resolve issues. Monitor, analyze complaints received from members and recommend new/changes in processes/procedures with the aim to reduce complaints volume, compensation costs, and enhance member satisfaction. Resolve cases fairly, consistently with aim of successful service recovery. Provide proper guidance, support and direction to the sales team by undertaking an advisory role. Provide training and guidance to Call Center agents and supervisors in terms of first-level objection and complaint handling techniques. Work with internal business partners on feedback and recommendations regarding process, product and service related complaints (e.g., service lapses or resort quality issues). Work collaboratively with different cross sectional teams to fulfil members’ requests. Monitor internal calls for quality and enhance operational teams’ performance (knowledge, consistency, effectiveness) and service delivery. Any other duties as required and/or directed.
Effective communication skills; must be able to read, write and speak fluently in English. Foreign language (dependent on team requirements where needed). Good presentation/training skills. Exceptional listening skills and proven ability in problem solving. Strong customer focus and ffamiliarity with customer care processes and techniques. Demonstrated ability to work well in a team environment. Ability to interact with all levels of the organization. Able to multi-task and work within service level agreements in an efficient manner. Possesses strong knowledge of systems and process mapping. Strong analytical skills, ability to apply statistical methods and benchmarking techniques whenever necessary. Ability to work shifts, including Saturdays as required.
QUALIFICATIONS & WORKING EXPERIENCE
Tertiary qualifications preferable. At least 2 years of Customer Service experience, preferably from the travel-related industry or a Contact Centre environment.
This Position Description intends to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The incumbent acknowledges receipt of a copy of this Position Description.
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.
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