Customer Care Consultant
1 month ago
POSITION REPORTS TO:
Manager – Customer Care
POSITIONS REPORTING TO THIS POSITION:
NA
KEY RELATIONSHIPS:
Internal: Primary Customer Facing Divisions (Resorts, Hotels, Owner Services, Consumer Finance, Sales, Marketing), Customer Experience teams
External: Club Wyndham Asia Members, Worldmark Owners & Non-owners
PRIMARY OBJECTIVES:
A Mandarin speaking Customer Care team member to manage relationships with our Chinese internal and external stakeholders who will actively contribute to the company vision of making holiday dreams come true by monitoring and managing customer feedback, effectively recovering and resolving complaints and supporting customer facing managers to effectively utilize tools to manage their operational feedback.
PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)
- Monitor allocated Voice of the Customer feedback channels, responding and managing appropriate complaints and feedback
- Researching all queries/complaints thoroughly and providing detailed accurate account information as required
- Liaise with and support client group from allocated portfolio to assist customer facing managers utilize the Customer Toolkit and enhance their recovery and customer engagement abilities
- Expedite resolutions and document formal responses in Mandarin, through detailed research and information analysis with the various relevant Departments where applicable
- Review mystery shop reports as allocated
- Manage compensation allocation in line with Company policy
- Apply company policies and procedures to complaints/requests received
- Liaising with and providing information to a variety of internal and external Customers in written and over the phone (inbound and outbound)
- Effectively use Internal Operating Systems, Customer Hub and Voice of the Customer systems
- Make every effort to aid in ‘one point resolution’ by being able to assist owners with bookings and other requirements
- Explain verbally or in writing any element of the Club Wyndam Asia Product and Club Rules and Guidelines including all material disclosed in the Prospectus or Product Disclosure Statement and Sales and Marketing literature
- Explain verbally or in writing any element of the Club Wyndham Asia Product and Club Rules and Guidelines including all material disclosed in the Prospectus or Product Disclosure Statement and Sales and Marketing literature
- Assisting other team members within Customer Care where needed during peaks of the business and during down times with Club Wyndham Asia case management
- 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.
- 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:
- Strong personal values regarding customer service, delivering on the promise and integrity in all activities
- Excellent problem solving and negotiating skills
- Ability to meet deadlines and work well under pressure
- Ability to make sound decisions independently and communicate with confidence
- At least 12 months experience in complaint management
- Have proven conflict resolution skills
- A genuine enthusiasm in the WorldMark & Club Wyndham AIsa product and helping owners utilize their ownership by providing exceptional and personalized service. Demonstrated empathy and a highly positive demeanor
- Exceptional written and verbal communication skills in both English & Chinese, and active listening skills
- Exceptional problem solving ability proven ability to implement alternative methods to achieve goals in the face of obstacles
- 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
- Intermediate knowledge in Microsoft products including Access, Excel, Word & Outlook
- Ability to take direction when instructed and to make independent decisions when necessary
- Must be a team player willing to foster a positive working environment
- The ability to be cross skilled in all account management in Customer Care
- Attention to detail, thoroughness and accuracy
- Ability to make sound decisions independently and communicate with confidence
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.
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