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7

June

Member Services Team Leader

Accor Vacation Club - Surfers Paradise, QLD

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

  • Full-time newly created role
  • Leading a team within a pivotal area of the club
  • Flexible, fun and rewarding work environment with employee benefits
  • You will be responsible for leading and coaching the Member Services team daily to ensure success in delivering exceptional levels of service, exceed individual and team KPI’s, respond to and assist Members in utilising their memberships most efficiently.

    Duties:

    • Leading a team of 8 to 11 coordinators
    • Oversee outbound call quality of the team
    • Supervise coordinators communications with Members
    • Conduct performance management, quality assurance and coaching of coordinators
    • Own and manage Member complaints resolution
    • Special projects, maintenance of Member information and general administration and reporting duties
    • Represent Accor Vacation Club at periodic Member events

    Skills & Experience:

    • 2+ years experience in leading a team delivering a high level of customer service, communication and mentoring
    • High level of complaints and objection handling experience
    • Customer centric focus with exceptional customer service and relationship building skills
    • Excellent communication (written and verbal), listening and complex problem solving skills
    • Intermediate Microsoft Office skills, including Microsoft Word, Excel, internet and email

    Providing our Members with ‘holidays of a lifetime’ is the most important thing we do! We place people at the heart of what we do, and nurture real passion for service and achievement beyond limits by living our four Heartist® principles: People crave Belonging; People want the Real Deal; Every person has a Story; and People hate to be Wrong. You will join a group of enthusiastic colleagues who do what it takes to create genuine, meaningful connections. Plus – have fun along the way! 

    Click ‘Apply’ to begin your journey with us!

Surfers Paradise, QLD

Customer Service & Call Centre




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