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:)

• Lead the Customer Care and Owner Engagement teams to proactively provide exceptional service to our Owners & Guests.
• Responsible for  the recruitment, training and performance management of team members.
• Maintaining a premium customer service culture & environment through staff training & motivation to go above & beyond.

• Lead by example by taking & making  customer calls to assist with call queues to ensure SLAs are being met for each team EG:  Complaint escalations and re-engagement calls.
• Provide support for specialists and when necessary manage escalated or complex issues and complaints from customers that are unable to be resolved by Customer Care Specialists, and assist Supervisor where needed with Executive Complaints.
• Act as first point of contact in complaint escalation.
• Monitor team performance on a daily basis to ensure SLAs are being met.
• Monitor Mitel to ensure staff are in available at all times & SLAs are being met for abandoned calls, AHT etc.
• Monitor calls on a regular basis to ensure customer service standards are being maintained
• Clearly communicating to team members the company and departmental goals and objectives and engaging team members in the development of service standards and processes.
• Ensuring bookings and administration are managed in accordance with statutory requirements of ASIC.
• Manage and oversee all credit bureau disputes to meet all Comprehensive Credit Reporting, Privacy, NCCP and other relevant legislations.
• Support the legal & compliance team with legal case resolution where required.
• Perform any other task as directed by the Customer Care Leadership Team
• Display a Lead With 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 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. 
• Assist the supervisor in completing required periodical reports.
• Qfinity administrator. 
• Maintain a high level of product and regulatory knowledge of particularly any element of the Wordmark South Pacific Product and Club Rules and Guidelines including all material disclosed in the Prospectus or Product Disclosure Statement and Sales and Marketing literature.
• Ensure that all reasonable directions given with regards to health and safety are followed, to not willfully place at risk the health and safety of yourself or any person in the workplace and to not willfully or recklessly interfere with or misuse anything provided for health and safety.
• Manage all expenses in line with budget

KEY POSITION CRITERIA:

• Ability to guide a team as their leader and manage their tasks as required
• Previous experience as a team leader in a call centre environment
• Exceptional written and verbal communication skills
• Exceptional problem solving ability
• Be able to think outside the square to provide personalized solutions to Customers – this is not a black & white program so the Specialist must be able to develop personalised solutions to each calls
• Experience in either an inbound or outbound call centre environment
• Experience in a sales or marketing role in a call centre environment
• Experience in Business to Business (B2B) relationships preferable
• Intermediate knowledge in Microsoft products including Access, Excel, Word & Outlook
• Be trustworthy, effective and organized
• Strong personal values regarding customer service, delivering on the promise and integrity in all activities
• Ability to quickly build rapport at all levels
• Sound problem solving and negotiating skills
• Positive and enthusiastic attitude and ability to inspire same in others
• Excellent facilitation and teambuilding skills with 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 obtain Visa’s to travel to any Wyndham APAC location
• Able to travel as needed within the role both domestically & internationally.
• A thorough understanding of Club Wyndham South Pacific guidelines and regulations (per Governing Documents), WVRAP sales and incentive programs for WM Owners and exchange company rules (RCI, Wyndham Rewards, OVC etc.) for the ability to explain, justify and communicate these to owners in verbal or written forms.
• Experience processing, Customer Complaints.
• Demonstrated experience in handling difficult customer complaints, monitoring customer service standards and implementing training to improve service levels.
• First rate problem solving and negotiation skills,  with experience in complaints management and conflict resolution.
• Be proactive and solutions focused.
• Strong reconciliation, research and investigation skills
• Excellent verbal communication and professional telephone manager with the ability to actively listen, problem solve, and communicate with customers and team members in a professional, courteous manner.
• Exceptional written communication for concise and professional written correspondence with particular attention to detail (grammar, punctuation, spelling etc.),  and accuracy of information.
• Exceptional ability to conduct effective presentations and meetings in order to influence behavior and promote collaboration.
• Attention to detail, thoroughness and accuracy.
• Positive and enthusiastic attitude and ability to inspire same in others.
• Ability to work with people at all levels.
• Intermediate knowledge in Microsoft products & the ability to learn new systems as needed.
• Ability to take direction when instructed and to make independent decisions when necessary.

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 [email protected], including the title and location of the position for which you are applying.