Customer Resolution Multi Skill Specialist

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Travel + Leisure Co. is seeking a Customer Resolution Multi Skill Specialist in the Philippines to support RCI members and travel partners.

You will handle escalated calls and emails, place outbound contacts, and act with supervisory authority to resolve issues and guide resort staff toward positive outcomes. You will use knowledge of RCI programs such as Weeks, Points, Clubs and ARN, interpret policies, and document interactions to ensure consistent service.

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 Specialist provides 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.

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.

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.