job description
Join Travel + Leisure Co., a global leader in luxury vacation ownership and hospitality, as our Owner Engagement Specialist in the breathtaking island of Bali, Indonesia. In this pivotal role, you will serve as the primary point of contact for our valued vacation ownership members, ensuring their long-term satisfaction and loyalty while driving retention and revenue growth.
As the bridge between our owners and the company, you will manage a diverse portfolio of responsibilities, including handling resale requests, addressing complaints with professionalism, and providing exceptional account support. Your expertise in compliance and customer service will play a crucial role in maintaining our reputation for excellence in the luxury travel industry.
This position offers a unique opportunity to work in a dynamic, fast-paced environment where your interpersonal skills and problem-solving abilities will directly impact our owners' experiences. If you are passionate about hospitality, thrive in a customer-centric role, and want to contribute to a world-class vacation ownership program, we invite you to apply and become part of our growing team in Bali.
Travel + Leisure Co. is committed to fostering a diverse and inclusive workplace. We offer competitive compensation, professional development opportunities, and the chance to work in one of the world's most desirable travel destinations.
Responsibility
- Serve as the primary contact for vacation ownership members, addressing inquiries, concerns, and requests with professionalism and efficiency.
- Manage owner retention initiatives, including proactive outreach to ensure long-term satisfaction and loyalty.
- Handle resale requests, coordinating with internal teams to facilitate smooth transactions and maintain compliance with company policies.
- Resolve owner complaints and escalations, ensuring timely and satisfactory resolutions while upholding company standards.
- Provide comprehensive account support, including billing inquiries, contract management, and membership benefits explanations.
- Ensure compliance with all regulatory requirements and company policies in all owner interactions.
- Collaborate with cross-functional teams, including sales, marketing, and operations, to enhance the overall owner experience.
- Maintain accurate and up-to-date records of owner interactions and transactions in the company CRM system.
- Identify opportunities for upselling and cross-selling additional services or membership upgrades.
Qualifications
- Bachelor’s degree in Hospitality, Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in customer service, account management, or a similar role within the hospitality or vacation ownership industry.
- Exceptional communication and interpersonal skills, with the ability to build rapport with diverse stakeholders.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Fluency in English; additional languages (e.g., Bahasa Indonesia) are a plus.
- Knowledge of vacation ownership programs, timeshare industry, or luxury hospitality is highly desirable.
- Willingness to work flexible hours, including weekends and holidays, as needed.