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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
1715518
Job Function: 
Call Center & Customer Service
Location: 
Philippines
Brand / Resort: 
Wyndham Vacation Resorts Asia Pacific
Schedule: 
Full-time

Call Center Consultant

09 Nov 2017

At Wyndham Vacation Resorts Asia Pacific, it is all about our customers and our people! This opportunity will see you providing support to our continued growth with being a part of our  Call Centre team within our Philippines office. 


ABOUT THE ROLE


 

The Customer Service  Consultant will support & deliver the Owner Services Program to ensure that the business achieves its sales & service targets.  They will be responsible for the end-to-end success of New Owner servicing, as well as with existing Owners by providing welcome calls, educational & retention calls, expiring credits calls & sales & marketing education. 

 

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

 

  • Deliver inbound & outbound calls  & respond to emails within service level agreements

  • Provide Welcome Calls, Retention Calls, Expiring Credits Calls & Sales & Marketing Education to our new & existing Owners.

  • Support the delivery of Lead Generation as required by the business

  • Book conference calls & increase attendance to maximize sales opportunities

  • Make resort reservations & increase arrivals to to maximize sales opportunities

  • Provide personalized solutions based on the individual customers requirements with our  program

  • Educate customers on the products & services available to drive up the conversion of products & services

  • Make outbound calls to customers to offer products & services based on their personal situation to drive up usage of our program

  • Deliver prepared scripts to encourage Owners to attend presentations & stay in our resorts

  • Document call information according to standard operating procedures

  • Design & complete reporting to provide high level detail on product usage, conversion and revenue & cost position of the program

  • Assist the Customer Care team in managing any feedback or complaints relating to the programs

  • Perform any other task as directed by the Customer Experience Leadership Team

  • Achieve program targets as required by the business

     

GENERAL

  

  • Display a Count On Me! 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
  • Represent the company in an ethical, moral & professional manner
  • Fully observe & remain compliant at all times with Company Policies & procedures
  • Fully observe & remain compliant at all times with all OH&S practices, policies & procedures

 

Qualifications
WHAT ARE WE LOOKING FOR:
 
  • Exceptional written and verbal communication skills
  • Excellent customer service, results driven and detail orientated
  • Exceptional problem solving & negotiation skills
  • Be able to think outside the square to provide personalized solutions to Customers – this is not a black & white program so the Consultant must be able to develop personalized solutions to each call
  • Experience in either an inbound or outbound call centre environment with proven track record in sales & customer service
  • Experience in a sales or marketing role in a call centre environment
  • Experience in Business to Business (B2B) relationships preferable
  • Intermediate knowledge in Microsoft products including Access, Excel, Word & Outlook
  • Be thrustworthy, effective and organized
  • Strong personal values regarding customer service, delivering on the promise and integrity in all activities
  • Ability to quickly build rapport at all levels
  • 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
  • Ability to take direction when instructed and to make independent decisions when necessary
  • Ability to work with minimal supervision, remote from the core team
  • Ability to work a 7 day rotating roster & to be able to change hours/days as required
  • Ability to obtain Visa’s to travel to any Wyndham APAC location
  • Able to attend 2 week training course in Australia upon commencement of the role

Copyrights

If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

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