Member Service Supervisor

We Put the World on Vacation

Learn. Grow. Succeed. Repeat.
At Wyndham Destinations we believe in setting the standard for being your best. If youre driven by achieving meaningful goals bring a positive attitude to everything you do and thrive in a fast-paced energetic environment then we want you on our vibrant Sea PearlPhuket team! Were currently seeking for Member Service Supervisor to join the fun.

How Youll Shine:

• Provide support for consultants and when necessary manage escalated or complex issues and complaints from customers that are unable to be resolved by Customer Care Consultants and assist manager where needed with Executive Complaints.

• Act as first point of contact in complaint escalation.

• Monitor team performance on a daily basis to ensure SLAs are being met.

• Provide coaching & development of the team.

• Train new and existing Member Services Consultants on CWA Programs products other services and regulatory requirements in order to enhance customers use of their WorldMark ownership and provide appropriate resolutions.

• Analyse and improve processes.

• Monitor calls on a regular basis to ensure customer service standards are being maintained.

• Ensure professional responses by Customer Care team to escalated complaints formally through the Companys Internal Dispute Resolution Process ensuring compliance within Company Guidelines and applicable regulatory requirements.

• Contacting stakeholders on behalf of Customer Care Consultant to ensure correct contact methods are being used and to ensure efficient return of correspondence as well as learning opportunities for these departments to rectify issues.

• Delegate and oversee the Consultants case load drive efficiency ensure key KPIs are met and complete quick resolution cases where possible .

• Drive the Customer Toolkit and Empowerment tools with the Customer Care.

• Assist the manager in completing required periodical reports.

• Assist the manager with recruiting new team members.

• Oversee the review of mystery shop reports.

• Qfinity administrator.

• Liaise with Legal department and COSL FOS and other Government agencies as required.

• Review of Complaint Resolution forms and Mutual Release Documents prior to the approval of Senior Counsel Compliance and Chief Financial Officer where appropriate.

• Manage and oversee all credit bureau disputes to meet all Comprehensive Credit Reporting Privacy NCCP and other relevant legislations.

• Support the legal & compliance team with legal case resolution where required.

• Maintain a high level of product and regulatory knowledge of particlarly any element of the Wordmark South Pacific Product and Club Rules and Guidelines including all material disclosed in the Prospectus or Product Disclosure Statement and Sales and Marketing literature.

• Ensure that all reasonable directions given with regards to health and safety are followed to not willfully place at risk the health and safety of yourself or any person in the workplace and to not willfully or recklessly interfere with or misuse anything provided for health and safety.

• Display a Count On Me! Service to all internal and external parties.

• Display innovation through inspiring creating and improving processes and products.

• 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.

What you Bring:

Strong personal values regarding customer service delivering on the promise and integrity in all activities.

Have the ability to reasonably interpret legislation as required.

Highly professional with the ability to demonstrate empathy and understanding.

An ability to work with a sense of urgency whilst balancing a commitment to service quality.

An ability to work under pressure and maintain a positive attitude.

Sound knowledge of National Consumer Credit Code Privacy Act and other related regulatory acts.

Experience processing Customer Complaints.

Demonstrated experience in handling difficult customer complaints monitoring customer service standards and implementing training to improve service levels.

First rate problem solving and negotiation skills with experience in complaints management and conflict resolution.

Be proactive and solutions focused.

Strong reconciliation research and investigation skills.

A thorough understanding of WorldMark South Pacific Club guidelines and regulations (per Governing Documents) WVRAP sales and incentive programs for WM Owners and exchange company rules (RCI II ICE 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.

Ability to quickly build rapport at all levels.

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 consise and professional written correspondence with particular attention to detail (grammar punctuation spelling etc.) and accuracy of information. Exceptional ability to conduct effective presentations and meetings in order to influence behavior and promote collaboration.

Attention to detail thoroughness and accuracy.

Positive and enthusiastic attitude and ability to inspire same in others.

Ability to work with people at all levels.

Intermediate knowledge in Microsoft products & the ability to learn new systems as needed.

Ability to take direction when instructed and to make independent decisions when necessary.

How Youll be Rewarded:

• Great career development opportunities

• Benefit from discounted hotel stays globally

• Reward and recognition Programs

Where Memories Start with You

Hospitality is at the heart of all we do at Travel Leisure Co. Here youll find an inclusive environment where we deliver excellence and take time to have fun celebrate together and support one another. Were always looking ahead to whats 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 including the title and location of the position for which you are applying.