Worldventures Marketing LLC

  • Customer Service Representative I

    Job Location HK
    Posted Date 3 weeks ago(12/31/2018 5:20 PM)
    Company
    WorldVentures Services, LLC
    Primary Site
    Hong Kong
    ID
    2018-3600
    Category
    Global Sales
    # of Openings
    4
    Position Type
    Full-Time [F]
  • Overview

    WorldVentures, a dynamic, global, fast growing member based travel company, is currently sourcing for a Customer Service Representative to be based in our Hong Kong office.  WorldVentures is a fast paced environment with a core of innovation and fun.  If you are prepared to grow your career, wear multiple hats, and be part of a fast paced team with a focus on exceptional service, this may be the role for you.

     

    The Customer Service Rep provides timely responses to customer inquiries by telephone and/or e-mail in an in- or outbound service center, consistent with service and quality standards. This individual processes customer orders, bills and accounts, and applications for service, maintenance and termination. In addition, he/she troubleshoots and resolves customer complaints.

    Responsibilities

    • Deliver exceptional service through inbound member phone calls and emails while simultaneously operating multiple computer application
    • Actively engage member on our amazing products, services, benefits and promotions providing clarity, accuracy all while creating an incredible and authetic experience
    • Receive escalated contacts / inquiries from Tier 1 Customer Service representatives
    • Perform de-escalation techniques intended to drive a productive interaction focused on solutions
    • Receive more complex requests and/or contacts for prioritized resolution
    • Find innovative ways to wow and delight our members
    • Build sustainable relationships and trust with our members through open and interactive communication centered around accuracy and empathy
    • Take ownership of the relationship and follow through on commitments
    • Educate our members on how they can maximize the value of their membership through consultative techniques
    • Actively engage the member in a holistic review of their account - researching inquiries, resolving escalations and understanding purpose for the contact through discovery and listening
    • Take ownerhsip of possible complaints, provide appropriate solutions and alternatives within a timely manner
    • Conduct specified outbound and outreach contact to closed member base on product utilization
    • Conduct specified outbound and outreach contacts for New Members and New Representatives
    • Ensure proper review and account documentation is completed and updated after each contact
    • Actively participate and contribute in sharing the voice of the member to improve processes and workflows
    • Serve as mentor, role model and escalation support for front line customer service representatives

     

    Qualifications

    • High school diploma or equivalent
    • 2+ years of customer service experience supporting complex and escalation contacts; call center experience preferred
    • Verbal and written fluency in English and Mandarin
    • Preferred proven profiency in other language in addition to English (bilingual)
    • Ability to operate multiple customer service support platforms and computer applications
    • Customer orientation and ability to adapt/respond to different types of characters, languages, and cultures
    • Excellent communication and presentation skills
    • Demonstrated ability to work in a structured fast paced environment
    • Excellent verbal and written communication skills
    • Strong interpersonal skills.
    • Strong listening skills.
    • Ability to ask right questions questions and anticipate perveived and unperceived needs of each customer / Member
    • Customer Service Oriented.
    • Positive and Professional.
    • Flexibility with scheduling (May require coverage and/or training on evenings and/or weekends).

     

    WorldVentures is a privately held company based in Plano, Texas with active representatives and members in over 34 markets. In addition, all full time employees automatically receive a WorldVentures membership at no cost to allow employees access to our exclusive DreamTrips group travel experiences.

     

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