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  • Description



  • PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

    - Monitor allocated 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 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, IRIS, CSS, Content Manager and Salesforce

    - 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 Wyndham South Pacific 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 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.

    - 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.

    KEY POSITION CRITERIA:

    - Strong personal values regarding customer service, delivering on the promise and integrity in all activities

    - A genuine enthusiasm in the Club Wyndham South Pacific 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, 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

    - Attention to detail, thoroughness and accuracy

    - Ability to make sound decisions independently and communicate with confidence

  • Requirements

  • Minimum education level: Senior high school
  • Years of experience: 2
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Customer Care Consultant

  • Pampanga, Central Luzon

  • Company

    WYNDHAM SERVICES ASIA PACIFIC PHILIPPINES INC
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply