Customer Care Specialist: Resolution & Engagement Lead

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

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.