Travel Guide - RCI
Job Details
Full 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 , including the title and location of the position for which you are applying.
Travel Guide - RCI
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