Call Center Officer/Contact Center Officer

Deskripsi pekerjaan Call Center Officer/Contact Center Officer Travel n Leisure (PT Wyndham Hotel Management)

PRINCIPAL RESPONSIBILITIES

• : (Include but not limited to:)
• Efficiently respond to inbound online messaging Member servicing platforms within a three hour turnaround.

Efficiently manage response times to all Member Servicing e-communication channels including Email / online messaging for SEA region within a three hour turnaround.

• Ensure quality business standards of service are delivered at all times.
• Process all Member bookings efficiently and within a timely manner via all communication channels including e-communication.
• Assist with the development of working processes and operating SOP’s, supervise .
• Follow company processes ensuring member engagement.
• Effectively deliver member engagement programs to members and guests.
• Effectively deliver new-Member onboarding program.
• Assist with the distribution of Member Kits to Members.
• Assist with providing regular reporting requirements to Corporate.
• Deliver 1-1 Member Education Program.

Understand and instill branded service standards, company system and processes, then adapt and localize owner service to maintain member satisfaction at a high level .

Behave in a professional manner and actively participate as a team member to achieve company and departmental goals.

KEY POSITION CRITERIA

Fluent in English: This is essential, as it is necessary for effective daily communication with our corporate headquarters and international teams.

Fluent in English (reading, writing, and speaking): We have many members who speak English, so the ability to communicate with members without barriers in these languages is highly valued.

• 2-5 years’ experience in customer focused roles within, tourism, education and or travel industries in sales positions.
• Hospitality industry reservation and services related working experience in manager roles.
• Good computer skills including previous experience using MS Word, Excel, Outlook.
• Strong communication and influencing skills.

A positive, professional manner with the ability to represent the department at internal meetings, dealing with key relationships from all levels within the organization.

• Positive thinking and not afraid of challenges.
• Confident, flexible with the ability to work in a fast paced and changing environment.