We Put the World on Vacation At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 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. PRINCIPAL RESPONSIBILITIES: (Include but not limited to:) Support the Owner Services team by handling enquiries, complex issues or complaints from Owners who request contact through the completion of a Customer Hub survey response, through contact with the Owner Services call centre or via the official Owner Education Facebook page. Responsible for managing Owner complaints or concerns by clarifying and researching the cause of the issue, selecting the best solution in accordance with company guidelines and relevant laws, expediting the correction of the issue and following up to ensure resolution in accordance with regulatory guidelines and timeframes. Managing all Customer Hub cases allocated to Owner Services from Owner Surveys and case management of General Feedback and Medium High cases. Maintaining regular communication with all relevant parties (including managers/representatives from other WVCAP depts.) in relation to the status or progress of Owner issues. Follow department policies and procedures when offering compensation (reinstated credits, free night stays or other) when required to resolve an Owner issue. Liaising with Owner Services & Loyalty Team Leaders, Supervisor, Manager or Customer Care Team in relation to serious complaints, claims of misrepresentation or where compensation outside company policy may be warranted. Taking every opportunity to provide 'one point resolution' and assisting Owners with bookings and other requirements. Maintain thorough file notes within Owner accounts and Customer Hub to record the status of enquiry/complaint and any action taken. Maintain detailed records of complaint types and report on results in accordance with company guidelines. Work cooperatively with Owner Services Manager, Team Leaders, Supervisor, Trainers and other relevant departments to develop strategies to reduce the number and type of complaints. Provide reporting to Owner Services Manager on the quantity of issues with detailed analysis of findings as required. Maintain a high level of product and departmental knowledge. Assist with inbound & outbound calls as and when required. Other duties as assigned by the Owner Services Manager Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace. Display a Count On Me! 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 on 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. KEY POSITION CRITERIA: Thorough understanding of WorldMark South Pacific Club guidelines and regulations (per Governing Documents), WVCAP sales and incentive programs for WM Owners and Exchange Company rules (RCI, II, ICE etc.) to ensure the ability to explain, justify and communicate these to Owners in verbal or written forms. Outstanding customer service skills. A genuine enthusiasm for the WorldMark product and helping owners utilize their ownership by providing exceptional and personalized service. First-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution. Excellent verbal communication and a professional telephone manner. Enjoy conversing on the phone, with the ability to actively listen, problem solve, and communicate with customers and fellow staff in a professional and courteous manner. Demonstrated maturity and business acumen to make appropriate judgements regarding appropriate resolution and further escalation. Strong written word for concise and professional written correspondence with particular attention to detail (grammar, punctuation, spelling, etc.), accuracy of information and the ability to thoroughly document all processes. Organized time management practices to prioritize workload and achieve expected high level of productivity. Ability to work unsupervised. Advanced knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook. Preferred minimum typing speed of 65 wpm. Willingness to work required shifts on a rotating roster as required by the department. Ability to partake in training and staff meetings during and after business hours if required. An active team member contributing to a positive work environment and department synergy. Positive demeanour and ability to work under pressure and cope with stressful circumstances. Ability to learn quickly and follow department and company policies and procedures to carry out responsibilities in accordance with Legal and Compliance guidelines, particularly maintaining strict confidentially. Ability to take direction when instructed and to make independent decisions when necessary. This is a responsible position and you must be able to take ownership and responsibility for your own workload and that of the Customer Service Department. 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.
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