Customer Resolution Multi Skill Specialist

Travel + Leisure Global Support Services (Philippines), Inc.; Mabalacat; On-site; PHP 335,000 - 469,000; Full time

Job summary

Travel + Leisure Co. in Clark, Philippines, is hiring a Customer Resolution Multi Skill Specialist to support members, affiliates, and partners. You will handle escalated calls and emails, provide guidance, and resolve issues with empathy, applying knowledge of RCI products and policies.

The role requires strong communication, problem solving, and the ability to work under pressure in a night-shift, on-site environment. Previous contact center experience is preferred.

Qualifications

• Minimum 2 years of college education completed.
• Excellent verbal and written communication skills.
• Strong customer service orientation and empathy.
• Good problem-solving and organizational skills.
• Ability to work under pressure and in a team.
• Working knowledge of RCI systems and related tools.
• Willingness to work Night Shift.
• Amenable to work on-site in Clark, Philippines.
• Customer service or contact center experience preferred.

Responsibilities

• Receive escalated calls and emails and handle outbound calls.
• Provide guidance and resolve issues for members, affiliates, and partners.
• Collaborate with other areas and departments to ensure consistent resolutions.
• Process transactions and address web-related issues while following policies.

Skills

Verbal & written comms

Customer empathy

Problem solving

Teamwork under pressure

Night shift

On-site Clark

Contact center exp

Education

2-year college

Tools

RCI systems

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.

The Customer Resolution Multi Skill Specialistprovides support for members, guides, affiliates, travel and cruise partners, suppliers, and hotel employees by providing support for RCI members and non-member programs. The Specialist will receive escalated calls and emails, as well as place outbound calls. The Specialist is empowered to act in a supervisor capacity when working to resolve issues, offer guidance, address check-in concerns and relocations, and handle exceptions. Due to the nature of the issues handled and the urgency of most situations, the Specialist will utilize critical thinking skills and decision velocity to create and mitigate the best outcome for all interactions with our affiliates, members, and travel partners. As part of this team, the Specialist is trained to assist and collaborate with other areas and departments in account resolution to ensure a positive and memorable travel experience that encourages repeat business.

Successful Customer Resolution Multi Skill Specialists demonstrate a strong customer focus and the ability to communicate empathetically while building rapport with dissatisfied members and customers. The role requires comprehensive knowledge of RCI products and programs, including Weeks, Points, Clubs, ARN, Non-Member Travel Clubs, 7Across, and Affiliates. Specialists are responsible for accurately interpreting and administering RCI and non-member policies, procedures, membership terms and conditions, and documentation standards. Key duties include processing transactions, addressing web-related issues and product inquiries, and providing approved scripting and guidance to internal teams and resort staff to ensure consistent and effective customer interactions.

What You'll Bring

• At least 2 years of college education completed




• Excellent verbal and written communication skills




• Strong customer service orientation and empathy




• Good problem-solving and organizational skills




• Ability to work effectively under pressure and in a team environment




• Working knowledge of RCI systems and related tools




• Willingness to work on a Night Shift schedule




• Amenable to work on-site in Clark, Philippines




• Customer service or contact center experience preferred

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.