Customer Service Lead (Bilingual Japanese)

Hotels Clubs and Spas
Customer Service
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Customer Service Lead (Bilingual Japanese)
22 Oct 2016

Wyndham Vacation Ownership is seeking an International Servicing Lead for our Financial Services Contact Center.

Summary :

The responsibility of the International Servicing Concierge Team Lead is to support the leadership team with the coaching and developing of associates on the Bilingual Japanese team in the call center. This includes assisting the associates with help questions, escalated calls, as well as multiple areas of owner servicing including but not limited to all activities of Vacation Planning, Financial Servicing, Travel, Escalation Resolution and Retention, Collections, Sales and RCI travel and account set up. The International Servicing Concierge Team Lead will provide impeccable Count On Me! service on all facets of ownership via inbound and outbound call servicing and email for our international owners.

They will also review form submissions for compliance and participate on process excellence initiatives. The Team Lead will also support the department through different initiatives, tasks and deliverables to help achieve department goal.


- Takes ownership of a wide variety of escalated requests/inquiries from owners and works to resolve completely, including, but not limited to: Vacation Planning, Financial Servicing,Travel, Collections, RCI, and Title Services

- Identify areas of opportunity for coaching. Collaborate with supervisors and associates to create action plans for improvement of performance. Participate in the training, development and career pathing for associates. Educating our business partners as well as associates on vacation ownership products

- Escalation resolution and retention for our customers via phone or email Assist associates with help questions. Help questions are in regards to policies and procedures. Take and compliment calls

- Review and approve forms submitted to ensure accuracy and compliance to regulations, securitization and company standards Translate documents, emails or correspondence as needed

- Participate in projects or process excellence initiatives that use process excellence tools and methodology that achieve and support the company's strategic initiatives

- Manage to department goals. These goals include Service Level and Collection goals

- Performs other duties as needed

Benefits :

A career at Wyndham offers you great benefit opportunities with a competitive package of salary and bonus, benefits and recognition. In addition to great employee discounts on such travel related areas as hotel & lodging, car rentals & other goods & services, you will receive:

- Medical/dental and vision care plans

- A 401(k) program that matches dollar for dollar up to 6% of salary (to government max)

- Programs that include Flexible Spending Accounts, short & long term disability, life insurance & educational assistance amongst others

Along the way, you will have an opportunity to contribute to improving the world around us through our volunteer efforts and global sustainability program, Wyndham Green.

Envision your career with one of the world's largest hospitality companies. With over 7,000 hotels, 145 Vacation Ownership Resorts, 200,000 rental units and more than 25,000 associates across six continents you'll discover the rewards of working in an energetic environment with caring colleagues. Rewards that include a career path with diverse opportunities, learning and mentorship. Wyndham Worldwide (NYSE: WYN) has been an industry leader in hospitality with almost $4 billion in revenues. Wyndham continues to expand and grow through industry leading efforts like Women on Their Way and Wyndham Green. While you may know our brands RCI, WorldMark by Wyndham, Ramada, Days Inn and Travelodge; there are many more aspects and companies to this leader in hospitality.

As one of FORTUNE Magazine's Most Admired Companies, Wyndham Worldwide is one family, one team of professionals who actively strive to provide our customers and each other with our signature Count On Me! Service promise. A promise to be responsive to needs, to be respectful in every way and deliver a great experience. It's more than a promise, at Wyndham it's been recognized as a commitment, visible in our awards including Newsweek's 100 Greenest Companies, DiversityInc's 25 Noteworthy Companies and Ethisphere Institute Lists of the World's Most Ethical Companies amongst others. Come and join our Wyndham Family and discover the rewards for your career.

Come and be part of One Family, One Team, One Company . . . Wyndham

People Make the Difference


Minimum Qualifications:

- High School Diploma or equivalent (G.E.D); some college preferred

- Demonstrate advance understanding of product knowledge, standard operating procedures, standard operating instructions and company policies specific to the department or area.

- Two years of customer service experience or working in a contact center environment.

- Strong computer skills (Word, Excel, Outlook, Access, and PowerPoint)

- Strong Customer Service and Math skills.

- Fluent in speaking, writing, and reading the Japanese and English

Preferred Qualifications:

- Financial Experience

- Previous Leadership Experience

- Knowledge of Process Excellence and/or Six Sigma tools and methodology

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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