Job description for Call Center Officer/Contact Center Officer at Travel n Leisure (PT Wyndham Hotel Management)
PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)
- Efficiently respond to inbound online messaging Member servicing platforms within a three hour turnaround.
- Efficiently manage response times to all Member Servicing e-communication channels including Email / online messaging for SEA region within a three hour turnaround.
- Ensure quality business standards of service are delivered at all times.
- Process all Member bookings efficiently and within a timely manner via all communication channels including e-communication.
- Assist with the development of working processes and operating SOP’s, supervise .
- Follow company processes ensuring member engagement.
- Effectively deliver member engagement programs to members and guests.
- Effectively deliver new-Member onboarding program.
- Assist with the distribution of Member Kits to Members.
- Assist with providing regular reporting requirements to Corporate.
- Deliver 1-1 Member Education Program.
- Understand and instill branded service standards, company system and processes, then adapt and localize owner service to maintain member satisfaction at a high level .
- Behave in a professional manner and actively participate as a team member to achieve company and departmental goals.
KEY POSITION CRITERIA:
- Fluent in English: This is essential, as it is necessary for effective daily communication with our corporate headquarters and international teams.
- Fluent in English (reading, writing, and speaking): We have many members who speak English, so the ability to communicate with members without barriers in these languages is highly valued.
- 2-5 years’ experience in customer focused roles within, tourism, education and or travel industries in sales positions.
- Hospitality industry reservation and services related working experience in manager roles.
- Good computer skills including previous experience using MS Word, Excel, Outlook.
- Strong communication and influencing skills.
- A positive, professional manner with the ability to represent the department at internal meetings, dealing with key relationships from all levels within the organization.
- Positive thinking and not afraid of challenges.
- Confident, flexible with the ability to work in a fast paced and changing environment.
