Member Services Coordinator

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.

• Understand, represent and uphold the integrity of the Accor brand at all times and in all interactions with guests.
• Represent Accor Vacation Club in a professional, courteous and sincere fashion in order to foster good working relationships with all our Members and internal and external customers, in line with our company values and the 4 principles of Heartist
• Make high volume outbound calls to Members to educate and assist them in maximising the potential of their membership in accordance with set KPIs.
• Answer incoming calls, mail and emails from Members and assist with all enquires within set timeframes
• Take ownership of and manage Member complaints to resolution, ensuring their complaints are turned into a positive experience and done so in a calm and professional manner
• Assist Members with booking their holidays through our reservations team and our Member website
• Accurately maintain Member information in the Member Services department database. Maintain a high level of product knowledge to ensure an accurate understanding and representation of the Membership product at all times;
• Member on-boarding from day of sale to completion of sale
• Face to face, telephone and Teams Member workshops
• Reengagement projects - Outbound calls to disengaged Members with outstanding Annual Club Fees
• Pre-IDR complaint resolution
• Assist in special projects as requested by Management (such as the administration and planning of Member events)
• Represent the Accor Vacation Club at periodic Member events
• General administration duties as requested (such as Member opt-in for Vacations, annual financial reports, Member testimonials, Club website administration by updating details on office closures, change in hours, report errors, expiry of offers, updates, workshop administration)
• Administration of Member transfers
  
  

Key Wh&s Responsibilities

• Report all unsafe conditions, practices and hazards to the Manager / WHSO as soon as possible
• Take reasonable care for the safety of self and others in the workplace
  
  

Key Performance Indicators

• Zero negative Member feedback/complaints from verbal and written communication
• Calls to be answered within 40 secs
• Emails to be answered within 12 hours
• Allocated outbound calls achieved for the month
• Talk time
• Quality assurance – zero errors and 100% correct information
  
  

Required For Recruitment Purposes Only

SKILLS AND ATTRIBUTES

Qualifications / Experience

• 2+ years experience in customer services communications, demonstrated at a high level
• Complaints and objection handling experience
• Previous experience working towards targets and KPI’s, individually and as a team
  
  

Key Skills

• Team member with strong work ethics, flexible in approach and supportive of others
• Customer centric focus with exceptional customer service and relationship building skills (essential)
• Excellent communication (written and verbal), listening and problem solving skills (essential)
• Intermediate Microsoft Office skills essential, including Microsoft Word, Excel, internet and email
• Strong initiative as well as the ability to learn
• Ability to organise and manage multiple tasks simultaneously
• Ability to work to deadlines
• Ability to work in a fast paced, frequently changing environment
• High attention to detail (essential)
  
  

Flexibility in working hours and tasks assigned

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. Were 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 MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.

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