Member Services Consultant (Customer Services Inbound)

Travel + Leisure Co.; Indonesia; On-site; USD 6.000 - 12.000; Full time

Job summary

Travel + Leisure Co. is seeking a member engagement specialist to process bookings and deliver high-quality customer service. The ideal candidate will have 2-5 years of experience in tourism or hospitality, with strong communication skills and fluency in English. Join a vibrant company dedicated to enhancing the travel experience for members worldwide.

Qualifications

• 2-5 years’ experience in customer-focused roles within tourism or travel industries.
• Fluent in English for effective communication.
• Good computer skills, especially MS Office applications.

Responsibilities

• Process Member bookings and manage member engagement effectively.
• Deliver onboarding programs and member education programs.
• Ensure quality service and respond to member inquiries within three hours.

Skills

Communication

Influencing

Customer Service

Flexibility

Positivity

Education

2-5 years’ experience in customer-focused roles

Hospitality industry reservation and service-related experience

Tools

MS Word

Excel

Outlook

Job description

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.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

1. Process all Member bookings efficiently and within a timely manner via all communication channels including e-communication.
2. Assist with the development of working processes and operating SOPs, supervise.
3. Follow company processes ensuring member engagement.
4. Effectively deliver member engagement programs to members and guests.
5. Effectively deliver new-Member onboarding program.
6. Assist with the distribution of Member Kits to Members.
7. Assist with providing regular reporting requirements to Corporate.
8. Deliver 1-1 Member Education Program.
9. Understand and instill branded service standards, company system and processes, then adapt and localize owner service to maintain member satisfaction at a high level.
10. Efficiently respond to inbound online messaging Member servicing platforms within a three-hour turnaround.
11. Manage response times to all Member Servicing e-communication channels including Email / online messaging for SEA region within a three-hour turnaround.
12. Ensure quality business standards of service are delivered at all times.
13. Behave professionally and actively participate as a team member to achieve company and departmental goals.
14. Follow tasks assigned by superiors: take directions and execute tasks as assigned, contributing positively to team objectives and projects.
15. Adhere to all company policies.
16. Display a Count On Me! Service to all internal and external parties following the CARE philosophy of the business.
17. Perform any other duties as required and/or directed by Supervisor / Manager.
18. Follow health and safety directions to not wilfully place at risk yourself or others, and avoid misuse of safety provisions.
19. Display innovation by inspiring, creating, and improving processes and products.
20. Show integrity by doing the right thing, taking responsibility, and delivering on promises.

Key Position Criteria

1. 2-5 years’ experience in customer-focused roles within tourism, education, and/or travel industries, particularly in sales positions.
2. Fluent in English: essential for effective communication with corporate headquarters and international teams.
3. Fluent in English (reading, writing, speaking): necessary for communicating with English-speaking members.
4. Hospitality industry reservation and service-related experience in managerial roles.
5. Good computer skills, including MS Word, Excel, Outlook.
6. Strong communication and influencing skills.
7. A positive, professional manner to represent the department at internal meetings and manage relationships at all levels.
8. Positive attitude and resilience in facing challenges.
9. Confident, adaptable, and able to work in a fast-paced, changing environment.
10. Flexibility to work weekends, public holidays, and evenings as required.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. We foster an inclusive environment where we deliver excellence, have fun, celebrate successes, and support each other. Join our global team and start building a career where memories begin with you.

We are an equal opportunity employer. All applications will be considered without attention to membership in any protected class. For reasonable accommodation requests, contact [e-mail] with the position title and location.