Executive, Member Services

Assist members and/or prospects with room reservations and the utilization of their entitlements. Answer all incoming calls and perform outgoing calls.

Your responsibilities will be to:

1. Member/Prospects Assistance: Respond to member inquiries, provide information about the timeshare program, and assist with bookings or reservations, either home-based or reciprocal for incoming or outgoing.
2. Issue Resolution: Address member concerns or feedback, troubleshoot problems, and find solutions to ensure member satisfaction. Gather feedback from members, analyze it, and use insights to improve services and overall member satisfaction.
3. Booking Management: Handle reservations, modifications, and cancellations, ensuring accuracy and adherence to policies for home-based destinations or reciprocal, either incoming or outgoing.
4. Communication: Effectively communicate with members through various channels such as the call center, member services mailbox email, or walk-ins, maintaining a professional and helpful demeanor.
5. Documentation: Keep detailed records of member interactions and transactions, manage and organize timeshare-related documents, contracts, and agreements, including inputting and updating member information and issues to track trends and improve services. Provide general administrative support including filing and assisting with special projects.
6. Member Education: Provide information about timeshare benefits, usage guidelines, and any changes to the program, ensuring that members are informed about and comply with timeshare policies, terms, and conditions.
7. Collaboration: Coordinate with other business units or departments, such as finance, credit, property team, and management, to effectively address member needs.
8. Site Inspections and Stock Count: Conduct site inspections of properties, walk about the property, and submit detailed reports of the inspections and stock count.

To be eligible for the role, you will need to:

• Minimum 1 year of customer service or relevant experience
• SPM or above
• Mandarin speakers will be advantageous (to deal with Chinese customers)