Job Information
Travel + Leisure Co. Member Services Team Leader in Clark Freeport Zone, Philippines
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.
KEY RESPONSIBILITIES:
Understand, represent and uphold the integrity of the Accor brand at all times and in all interactions with guests and members.
Represent Accor Vacation Club in a professional, courteous and sincere fashion in order to foster good working relationships with all our Members and internal and external customers, in line with our company values and the 5 principles of Heartist
Ensure that coordinators make quality outbound calls in line with the various outbound call projects such as Re engagement, Member Workshops, etc, to Members to educate and assist them in maximising the potential of their membership in accordance with set KPIs.
Supervise the coordinators to ensure that all incoming calls, mail and emails from Members are answered and actioned within set timeframes and KPI’s.
Supervise coordinators who are attempting to resolve complaints and take escalated calls from coordinators when necessary
Run an effective Quality Assurance program to ensure all coordinators deliver the pinnacle of service to all members
Take ownership of and manage Member complaints to resolution, ensuring their complaints are turned into a positive experience and done so in a calm and professional manner (including first level IDR escalations)
Coach and supervise the teams to assist Members over the telephone and our Member website
Accurately maintain Member information in the Member Services department database.
Manage financial hardship assessments and requests for cancellation
Manage transfer of Membership assessments and administration
Manage outbound projects from time to time
Maintain a high level of product knowledge to ensure an accurate understanding and representation of the Membership product at all times
Assist in special projects as requested by Management
Represent the Accor Vacation Club at periodic Member events
General administration duties as requested (such as Member opt-in for Vacations, annual financial reports, Member testimonials, Club website administration by updating details on office closures, change in hours, report errors, expiry of offers, updates, workshop administration), Membership transfers, end of day reporting, checking and balancing tasks, error correction and eradication.
KEY PERFORMANCE INDICATORS:
Zero negative Member feedback/complaints from verbal and written communication
Calls to be answered by tem within 40 secs
Emails to be answered by team within 12 hours
Team to achieve call abandon rate of less than 6%
Team to achieve allocated outbound calls achieved for the month
Team and coordinators to achieve minimum talk time
Quality assurance – aim for zero errors and 100% correct information
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 MyCareer@travelandleisure.com , including the title and location of the position for which you are applying.