Customer Care Specialist

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 502,000 - 837,000; Full time

Job summary

Travel + Leisure Co. is seeking a capable Customer Care professional to lead the recovery and resolution of escalated complaints, while collaborating with managers and internal teams to deliver customer-focused outcomes.

The role requires thorough research, accurate information, and compliant responses across all channels. You will apply policies, manage compensation, and assist owners with bookings and related needs, ensuring one-point resolution where possible.

Qualifications

• Strong customer service values and integrity in all activities.
• Excellent written and verbal communication skills with active listening.
• Empathy, problem solving, and a positive demeanour in interactions.

Responsibilities

• Lead effective recovery and resolution of customer complaints.
• Ensure professional responses through Internal Dispute Resolution Process.
• Monitor feedback channels and manage complaints and feedback.
• Research queries thoroughly and provide accurate account information.
• Support client groups to enhance recovery and engagement.
• Document resolutions and manage compensation per policy.
• Explain Club Wyndham South Pacific policies and guidelines to owners.

Skills

Customer service

Communication skills

Problem solving

Teamwork

MS Excel

MS Word

MS Outlook

Tools

Microsoft Excel

Microsoft Word

Microsoft 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. Travel + Leisure Co. is looking for a passionate professional who will actively contribute to our company vision of making holiday dreams come true. In this role, you will support the wider business by providing guidance and expert advice to help navigate customer resolutions that both protect the company and deliver customer‑focused outcomes.

The Role You will lead the effective recovery and resolution of customer complaints, working closely with customer‑facing managers to ensure they are equipped with the right tools and insights to manage operational feedback and drive positive customer outcomes.

PRINCIPAL RESPONSIBILITIES:

• Ensure professional responses by Customer Care team to escalated complaints formally through the Company’s Internal Dispute Resolution Process ensuring compliance within Company Guidelines and applicable regulatory requirements
• Monitor allocated Customer feedback channels, responding and managing appropriate complaints and feedback
• Researching all queries/complaints thoroughly and providing detailed accurate account information as required
• Liaise with and support client group from allocated portfolio to assist customer facing managers utilise the Customer Care Toolkit and enhance their recovery and customer engagement abilities
• Expedite resolutions and document formal responses through detailed research and information analysis with the various relevant Departments where applicable
• Manage compensation allocation in line with Company policy
• Apply company policies and procedures to complaints/requests received
• Liaising with and providing information to a variety of internal and external Customers in written and over the phone (inbound and outbound)
• Effectively use Internal Operating Systems, Customer Hub, IRIS, CSS, Onbase and Salesforce
• Make every effort to aid in ‘one point resolution’ by being able to assist owners with bookings and other requirements
• Explain verbally or in writing any element 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

GENERAL

• Demonstrate values in line with our Heart Beat core values!
• 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
• Ensure that all reasonable directions given with regards to health and safety are followed, to not willfully place at risk the health and safety of yourself or any person in the workplace and to not willfully or recklessly interfere with or misuse anything provided for health and safety

KEY POSITION CRITERIA:

• Strong personal values regarding customer service, delivering on the promise and integrity in all activities
• A genuine enthusiasm in the Club Wyndham South Pacific product and helping owners utilize their ownership by providing exceptional and personalized service. Demonstrated empathy and a highly positive demeanor
• Exceptional written and verbal communication skills, and active listening skills
• Exceptional problem-solving ability proven ability to implement alternative methods to achieve goals in the face of obstacles
• Ability to quickly build rapport at all levels
• Sound problem solving and negotiating skills
• 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
• Intermediate knowledge in Microsoft products including Excel, Word & Outlook
• Ability to take direction when instructed and to make independent decisions when necessary
• Must be a team player willing to foster a positive working environment
• Attention to detail, thoroughness and accuracy
• Thorough understanding of Club Wyndham South Pacific guidelines and regulations (per Governing Documents), WDAP sales and incentive programs for Club Owners and exchange company rules (Lifestyle, RCI, Wyndham Rewards, Our Vacation Centre 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

Why Join Travel + Leisure Co.? Be part of a global, well‑established travel and hospitality organization Exposure to regional SEA partnerships and hotel marketing initiatives A role that builds commercial, partnership, and coordination expertise in a structured environment 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.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.