Owner Engagement Specialist

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Career advancement opportunities

Health insurance including dental

Discounted hotel and resort stays

E-learning courses

Fun and supportive work environment

Shuttle services

Job summary

Travel + Leisure Co. seeks an Owner Engagement Specialist to manage owner relations in Clark, Philippines. You will re-engage owners wishing to sell, educate them on benefits, and coordinate resale activities across internal teams to meet retention goals.

You will contribute to timely resolutions, track trends, and ensure compliance with relevant guidelines while delivering a high-quality customer experience.

Qualifications

• Previous inbound customer service experience at a Senior or Team Leader level.
• Solid knowledge of Club Wyndham South Pacific rules and related programs (RCI, OVC).
• Strong communication, problem solving and negotiation skills.
• Ability to work with minimal supervision, remote from core team.

Responsibilities

• Manage and re-engage owners wishing to sell their Club Wyndham South Pacific ownership.
• Educate owners on what they purchased and promote benefits of owning CWSP ownership.
• Resolve negative experiences and provide timely solutions to re-engage owners.
• Record, organize, and follow up resale requests in Customer Hub.
• Provide insights on trends for reasons owners wish to sell.

Skills

Customer service

Communication

Problem solving

Negotiation

Leadership

Tools

Microsoft Office

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. We are seeking an experienced Owner Engagement Specialist to join our team in Clark!

How You’ll Shine

Manage and re-engage owners wishing to sell their Club Wyndham South Pacific ownership. Manage and enhance the relationship of the club with all owners wishing to sell their ownership. Educate owners where appropriate on what they have purchased and promote benefits of owning CWSP ownership. Use appropriate resolution toolbox options to ensure all negative experiences are turned around. Use engagement techniques to overcome any objections, provide solutions and re-engage owners in a timely manner. Provide account management function for owners wishing to sell their ownership. Manage all resell requests within Customer Hub, ensuring that all cases are correctly recorded, organized and followed up in a timely manner. Provide any insights on trends for reasonings why owners wish to sell their ownership. Interact with other internal teams to enable fast, effective responses to owner queries. Meet or exceed owner retention rate targets (owner cancelling and/or selling ownership). Escalation contact for all owners wishing to sell their ownership, providing first point resolution to all complaints or negative experiences. Ensuring bookings and administration are managed in accordance with statutory requirements of ASIC. Perform any other task as directed by the Customer Experience Leadership Team 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. Assist the manager in completing required periodical reports. Maintain a high level of product and regulatory knowledge of any elements 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.

How You’ll Be Rewarded

Career advancement and training opportunities that will enhance the quality of your professional life Rewards & Recognition Competitive Health insurance with Dental Coverage Discounted hotel and resort stay at Wyndham properties E learning Courses A fun and fantastic work environment that includes exciting activities and Events Occupational Health and Safety Compliant Workplace Shuttle Services

What You Will Bring

Previous experience in an inbound customer service role (call centre) at a Senior or Team Leader level. Possess a thorough understanding of Club Wyndham South Pacific Club guidelines and regulations (per Governing Documents), WVRAP sales and incentive programs for WM Owners and exchange company rules (RCI, OVC 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 Excellent verbal communication and professional telephone manner with the ability to actively listen, problem solve and communicate with customers and team members in a professional, courteous manner. Exceptional written communication for concise and professional written correspondence with particular attention to detail (grammar, punctuation, spelling etc.), and accuracy of information. Attention to detail, thoroughness and accuracy. Demonstrated problem solving and negotiation skills, with experience in complaints management and conflict resolution Ability to quickly build rapport at all levels Ability to take direction when instructed and to make independent decisions when necessary Ability to work with minimal supervision, remote from the core team Sound knowledge of National Consumer Credit Code, Privacy Act and other related regulatory acts. Have the ability to interpret legislation as required reasonably. Intermediate knowledge in Microsoft products & the ability to learn new systems as needed

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.