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Customer Care, Specialist

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Customer Care, Specialist

  • 223 Mountbatten Rd, #03-11, Singapore, Central Singapore, 398008
  • Full Time
  • Panorama

Put the World on Vacation

At Panorama our mission is simple: to put the world on vacation. As the world’s foremost membership travel business and part of Travel + Leisure Co., we bring a broader perspective through our brands, including RCI, the largest vacation exchange company, 7Across, Love Home Swap, the Registry Collection, @Work International, and the Alliance Reservations Network. Together we’re shaping the future of the travel industry as we deliver new vacation possibilities.

MAIN RESPONSIBILITIES:

1. Respond to member communications via the web platform in a professional manner.

2. Complete with a high degree of accuracy various affiliate, inter-departmental and inter-company reporting and notifications.

3. Provides feedback to call center team leaders and managers.

4. Prepares and analyzes internal and external quality reports for management staff review and incorporating observations from the quality monitoring of calls.

5. Handle escalations from Call Center Agents and Supervisor.

6. Perform investigative tasks to determine root cause and resolution of identified complaints. Ensures that agreed resolution deadlines are met and that feedback is provided appropriately.

7. Accurately update reporting and tracking of complaint responses.

8. Be the primary contact for assisting Asian and Global members with difficulties at resorts within as per the Global member servicing policy.

9. Assists with inbound calls as needed, and handles outbound calls to members or affiliates regarding complaints. Ability to work with affiliates, developers and account managers in a collaborative capacity to resolve issues.

10. Monitors, analyses and controls complaints received from members and come up with processes and projects with the aim to reduce the complaints volume.

11. Provide recommendations to management in terms of processes and policies that may help reduce the volume of complaints and cost of compensation while increasing member satisfaction.

12. Provide proper guidance, support and direction to the sales team by undertaking an advisory role. 13. Provide training and guidance to Call Centre Agents and Supervisors in terms of first-level objection and complaint handling techniques.

14. Work with internal business partners on feedback and recommendations regarding product and service complaints (service lapses or resort quality issues).

15. Continuously evaluate and identify opportunities to drive process improvements.

16. Make recommendations that facilitate improvement.

17. Work closely with different cross sectional teams to improve overall knowledge.

18. Monitor internal calls for quality

19. Any other duties as required and/or directed.

SKILLS REQUIREMENTS:

1. Effective communication skills; must be able to read, write and speak fluent English and Mandarin preferred. Proficiency in Mandarin language will be an added advantage

2. Good presentation/training skills

3. Exceptional listening and analytical skills as well as a watch for details

4. Outstanding customer-oriented approach and Strong knowledge of customer care processes and techniques

5. Readiness  and ability to lead quality-related projects

6. Demonstrated ability to work well in a team environment

7. Ability to interact with all levels of the organization

8. Dedication to provide exceptional customer service.

9. Outstanding negotiation and problem solving skills

10. Able to multi-task and work within service level agreements in an efficient manner.

11.Possesses strong knowledge of systems and process mapping

12. Strong analytical skills and the ability to apply statistical methods and benchmarking techniques whenever necessary

QUALIFICATIONS & WORKING EXPERIENCE

1. Tertiary qualifications preferable

2. At least 2 years of Customer Service experience

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., 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 mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-26136

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