Owner Engagement & Retention Specialist

Travel + Leisure Co.; Morong; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Career advancement

Rewards & Recognition

Health insurance with Dental

Discounted hotel and resort stays

E learning Courses

Fun and supportive workplace

OSH compliant workplace

Shuttle Services

Job summary

Travel + Leisure Co. in Clark seeks an experienced Owner Engagement Specialist to re-engage owners looking to sell their CWSP ownership. You will manage relationships, educate owners on their purchase, and apply resolution techniques to turn around negative experiences.

The role requires strong communication, negotiation, integrity, and the ability to work remotely with minimal supervision while collaborating with internal teams and meeting retention targets.

Qualifications

• Experience in inbound customer service at senior or team-lead level.
• Knowledge of Club Wyndham South Pacific guidelines and RCIs rules (Governing Documents).
• Strong values for customer service and integrity.
• Excellent verbal communication and telephone manner.
• Strong written communication with grammar and accuracy.
• Attention to detail and thoroughness.
• Proven negotiation and complaints management skills.
• Ability to quickly build rapport across levels.
• Ability to work with minimal supervision, remote from core team.
• Knowledge of National Consumer Credit Code, Privacy Act and related acts.
• Ability to interpret legislation as required.
• Proficiency in MS Office and ability to learn new systems.

Responsibilities

• Re-engage owners wishing to sell their CWSP ownership.
• Manage and enhance relationships with owners looking to sell.
• Educate owners on their purchase and benefits of CWSP ownership.
• Use resolution toolbox to turnaround negative experiences.
• Overcome objections and re-engage owners promptly.
• Provide account management for sellers.
• Handle resell requests in Customer Hub with proper logging and follow-up.
• Provide insights on trends for sellers' reasons.
• Collaborate with internal teams for fast responses.
• Meet or exceed owner retention/sale targets.
• Escalate as first point of contact for complaints.
• Ensure bookings and administration comply with ASIC requirements.
• Assist the manager with periodical reports.
• Maintain knowledge of CWSP materials and guidelines.
• Demonstrate leadership values and support teammates.

Skills

Customer service leadership

Industry regulations

Integrity

Verbal communication

Written communication

Attention to detail

Negotiation

Rapport building

Decision making

Remote work ability

Regulatory knowledge

Legislation interpretation

MS Office

Tools

MS Office

Job description

Travel + Leisure Co. in Clark seeks an experienced Owner Engagement Specialist to re-engage owners looking to sell their CWSP ownership. You will manage relationships, educate owners on their purchase, and apply resolution techniques to turn around negative experiences.

The role requires strong communication, negotiation, integrity, and the ability to work remotely with minimal supervision while collaborating with internal teams and meeting retention targets.