Call Center Officer/Contact Center Officer

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Efficiently respond to inbound online messaging Member servicing platforms within a three hour turnaround. 
• Efficiently manage response times to all Member Servicing e-communication channels including Email / online messaging for SEA region within a three hour turnaround. 
• Ensure quality business standards of service are delivered at all times. 
• Process all Member bookings efficiently and within a timely manner via all communication channels including e-communication. 
• Assist with the development of working processes and operating SOP’s, supervise . 
• Follow company processes ensuring member engagement. 
• Effectively deliver member engagement programs to members and guests. 
• Effectively deliver new-Member onboarding program. 
• Assist with the distribution of Member Kits to Members. 
• Assist with providing regular reporting requirements to Corporate. 
• Deliver 1-1 Member Education Program. 
• Understand and instill branded service standards, company system and processes, then adapt and localize owner service to maintain member satisfaction at a high level . 
• Behave in a professional manner and actively participate as a team member to achieve company and departmental goals. 

KEY POSITION CRITERIA:

• Fluent in English: This is essential, as it is necessary for effective daily communication with our corporate headquarters and international teams. 
• Fluent in English (reading, writing, and speaking): We have many members who speak English, so the ability to communicate with members without barriers in these languages is highly valued. 
• 2-5 years’ experience in customer focused roles within, tourism, education and or travel industries in sales positions. 
• Hospitality industry reservation and services related working experience in manager roles. 
• Good computer skills including previous experience using MS Word, Excel, Outlook. 
• Strong communication and influencing skills. 
• A positive, professional manner with the ability to represent the department at internal meetings, dealing with key relationships from all levels within the organization. 
• Positive thinking and not afraid of challenges. 
• Confident, flexible with the ability to work in a fast paced and changing environment.