At a Glance
- Tasks: Engage and support owners wishing to sell their vacation ownership, ensuring a positive experience.
- Company: Join Travel + Leisure Co., the leader in vacation ownership and travel membership.
- Benefits: Enjoy competitive health insurance, discounted stays, and a fun work environment.
- Other info: Dynamic team culture with career advancement and training opportunities.
- Why this job: Make a real impact by helping owners and creating memorable vacation experiences.
- Qualifications: Experience in customer service, strong communication skills, and problem-solving abilities.
We Put the World on Vacation
Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. 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.
We are seeking an experienced Owner Engagement Specialist to join our team in Clark!
How You’ll Shine
- Manage and re-engage owners wishing to sell their Club Wyndham South Pacific ownership.
- Manage and enhance the relationship of the club with all owners wishing to sell their ownership.
- Educate owners where appropriate on what they have purchased and promote benefits of owning CWSP ownership.
- Use appropriate resolution toolbox options to ensure all negative experiences are turned around.
- Use engagement techniques to overcome any objections, provide solutions and re-engage owners in a timely manner.
- Provide account management function for owners wishing to sell their ownership.
- Manage all resell requests within Customer Hub, ensuring that all cases are correctly recorded, organized and followed up in a timely manner.
- Provide any insights on trends for reasonings why owners wish to sell their ownership.
- Interact with other internal teams to enable fast, effective responses to owner queries.
- Meet or exceed owner retention rate targets (owner cancelling and/or selling ownership).
- Escalation contact for all owners wishing to sell their ownership, providing first point resolution to all complaints or negative experiences.
- Ensuring bookings and administration are managed in accordance with statutory requirements of ASIC.
- Perform any other task as directed by the Customer Experience Leadership Team
- 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.
- Assist the manager in completing required periodical reports.
- Maintain a high level of product and regulatory knowledge of any elements 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.
How You’ll Be Rewarded
- Career advancement and training opportunities that will enhance the quality of your professional life
- Rewards & Recognition
- Competitive Health insurance with Dental Coverage
- Discounted hotel and resort stay at Wyndham properties
- E learning Courses
- A fun and fantastic work environment that includes exciting activities and Events
- Occupational Health and Safety Compliant Workplace
- Shuttle Services
What You Will Bring
- Previous experience in an inbound customer service role (call centre) at a Senior or Team Leader level.
- Possess a thorough understanding of Club Wyndham South Pacific Club guidelines and regulations (per Governing Documents), WVRAP sales and incentive programs for WM Owners and exchange company rules (RCI, OVC etc.) for the ability to explain, justify and communicate these to owners in verbal or written forms.
- Strong personal values regarding customer service, delivering on the promise and integrity in all activities
- Excellent verbal communication and professional telephone manner with the ability to actively listen, problem solve and communicate with customers and team members in a professional, courteous manner.
- Exceptional written communication for concise and professional written correspondence with particular attention to detail (grammar, punctuation, spelling etc.), and accuracy of information.
- Attention to detail, thoroughness and accuracy.
- Demonstrated problem solving and negotiation skills, with experience in complaints management and conflict resolution
- Ability to quickly build rapport at all levels
- Ability to take direction when instructed and to make independent decisions when necessary
- Ability to work with minimal supervision, remote from the core team
- Sound knowledge of National Consumer Credit Code, Privacy Act and other related regulatory acts.
- Have the ability to interpret legislation as required reasonably.
- Intermediate knowledge in Microsoft products & the ability to learn new systems as needed
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.
Owner Engagement Specialist employer: Travel + Leisure Co.
At Travel + Leisure Co., we pride ourselves on being a people-first employer, fostering a culture of collaboration and support. As a Manager in Financial Operations, you'll not only lead a dedicated team but also have access to extensive career development opportunities within our global organisation. Join us in creating exceptional vacation experiences while enjoying a dynamic work environment that values innovation and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Owner Engagement Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Travel + Leisure Co.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Travel + Leisure Co. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Owner Engagement Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Travel + Leisure Co.:Your cover letter is your chance to shine! Tell us why you want to work at Travel + Leisure Co. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Travel + Leisure Co.!
How to prepare for a job interview at Travel + Leisure Co.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
