Job Responsibilities:

• Deliver exceptional service through inbound member phone calls and emails while simultaneously operating multiple computer applications
• 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

Requirements:

• 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.

Interested parties click "APPLY NOW" to submit your application.

All Personal data collected will be used for recruitment purpose only.