Sector: Luxury holiday company and international travel group
This is one of the best-known holiday clubs in Europe. You will be working with the owners of holiday homes and specific time slots abroad who wish to swap their specific holiday weeks (or their holiday locations) with other owners from around the world. The company is innovative, really fun to work with and has millions of holiday makers as their clients who travel to almost 4,000 luxury resorts across the world. The company also offers its holidaymakers special deals, and lots of promotions that helps people globe-trot around the world and visit fabulous destinations, at reasonable prices
We are looking for a self-motivated and confident individual to effectively handle our Italian and UK member and resort queries received by mail, email and telephone which involves problem resolution, membership administration and complaint handling.
Primary responsibilities are:
To provide prompt and effective complaint handling (response or acknowledgement within 48 hours).
To investigate and provide feedback to management on key indicators and trends
Manage the relocation and customer services waitlists
Resolve relocation problems for members and seek assistance from the relevant office
Resolve check-in problems for members and seek assistance from the relevant Office and resort
Identify re-occurring resort problems and ensure they are recognized and resolved
Manage Performance Enhancement Agent Evaluations for Italian associates.
Completion of all Operations translations and proofreading within given deadlines
Effectively and efficiently answer telephone, email and letter enquires related to member issues
Constantly maintain and achieve corporate standards of service with member retention being the primary objective
Maintain accurate and effective filing system
Assist and/or complete any special projects and assignments as required
Perform such other duties/responsibilities as required
The ideal candidate should have a positive, can-do attitude, with a flexible approach to daily activities as well as strong customer service and letter writing skills. In addition, you will have:
Fluent Italian (mother tongue) and English language skills