上海招聘

We only consider the candidate who can speak both Chinese and English and please submit your resume in English ONLY.

POSITION REPORTS TO:

Manager – Customer Care

POSITIONS REPORTING TO THIS POSITION:

NA

PRIMARY OBJECTIVES:

A Mandarin speaking Customer Care team member to manage relationships with our Chinese internal and external stakeholders who will actively contribute to the company vision of making holiday dreams come true by monitoring and managing customer feedback, effectively recovering and resolving complaints and supporting customer facing managers to effectively utilize tools to manage their operational feedback.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Monitor allocated Voice of the Customer feedback channels, responding and managing appropriate complaints and feedback
• Researching all queries/complaints thoroughly and providing detailed accurate account information as required
• Liaise with and support client group from allocated portfolio to assist customer facing managers utilize the Customer Toolkit and enhance their recovery and customer engagement abilities
• Expedite resolutions and document formal responses in Mandarin, through detailed research and information analysis with the various relevant Departments where applicable
• Review mystery shop reports as allocated
• Manage compensation allocation in line with Company policy
• Apply company policies and procedures to complaints/requests received
• Liaising with and providing information to a variety of internal and external Customers in written and over the phone (inbound and outbound)
• Effectively use Internal Operating Systems, Customer Hub and Voice of the Customer systems
• Make every effort to aid in ‘one point resolution’ by being able to assist owners with bookings and other requirements
• Explain verbally or in writing any element of the Club Wyndam Asia Product and Club Rules and Guidelines including all material disclosed in the Prospectus or Product Disclosure Statement and Sales and Marketing literature
• Explain verbally or in writing any element of the Club Wyndham Asia Product and Club Rules and Guidelines including all material disclosed in the Prospectus or Product Disclosure Statement and Sales and Marketing literature
• Assisting other team members within Customer Care where needed during peaks of the business and during down times with Club Wyndham Asia case management
• 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.

KEY POSITION CRITERIA:

• Strong personal values regarding customer service, delivering on the promise and integrity in all activities
•  Excellent problem solving and negotiating skills
•  Ability to meet deadlines and work well under pressure
•  Ability to make sound decisions independently and communicate with confidence
•  Have proven conflict resolution skills
•  At least 12 months experience in complaint management
  
• A genuine enthusiasm in the WorldMark & Club Wyndham AIsa product and helping owners utilize their ownership by providing exceptional and personalized service. Demonstrated empathy and a highly positive demeanor 

• Exceptional written and verbal communication skills in both English & Chinese, and active listening skills

• Exceptional problem solving ability proven ability to implement alternative methods to achieve goals in the face of obstacles

• Ability to quickly build rapport at all levels

• Sound problem solving and negotiating skills

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

• Excellent facilitation and teambuilding skills with ability to work with people at all levels

• Intermediate knowledge in Microsoft products including Access, Excel, Word & Outlook

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

• Must be a team player willing to foster a positive working environment

• The ability to be cross skilled in all account management in Customer Care

• Attention to detail, thoroughness and accuracy

• Ability to make sound decisions independently and communicate with confidence

温德姆寰球公司简介

温德姆寰球（纽约证券交易所代码：WYND）是世界上最大的度假会籍及交换公司，也是北美最大的专业度假租赁管理公司，为近400万会员和业主家庭服务。

温德姆寰球坚信通过度假可以年复一年为家人创造一生难忘的回忆。温德姆寰球以温德姆品牌为承诺，旗下高品质、灵活性和高性价比度假酒店资产，为全球旅客随时提供宽敞的住宿条件、酒店设施和卓越服务。

温德姆寰球原隶属于温德姆环球公司，于2018年6月1日完成与温德姆酒店及度假酒店的分拆，目前依然通过全球排名第一的酒店忠诚度计划，即温德姆奖赏计划，与温德姆酒店及度假酒店保持紧密联系。"

？ 220余个度假会度假酒店
？ 110个国家的4300个加盟度假酒店
？ 遍布北美的10,000余个专业管理的度假租赁物业
？ 全球超过25,000名员工

现在全球最大的度假会籍企业Wyndham Destinations已正式进入中国，您即将加入的是一家拥有国际文化及强大经济实力支持，并深谙中国市场及消费者，茁壮成长、发展迅猛的国际企业。期待摩拳擦掌，跃跃欲试的你加入我们，成为Wyndham Destinations中国团队的精英一员。