Customer Care Consultant

Go Put the World on Vacation



At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.
To actively contribute to the company vision of creating personalized & memorable experiences 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 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

A World of Inclusion

Hospitality is at the heart of all we do at Wyndham Destinations, including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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 the location of the position for which you are applying.

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