Member Onboarding Coordinator

3 months ago

Port Shepstone, South Africa Beekman Group Full time

The Member Onboarding Coordinator is responsible for ensuring a smooth and seamless onboarding experience for new clients who have purchased into one of our timeshare portfolios, being new, upgrade or a transfer/s. The role includes conducting welcome calls, educating members on the benefits and processes related to their purchase, and resolving or escalating any sales-related concerns. The coordinator acts as the primary point of contact for new clients, ensuring they feel supported and informed throughout the onboarding process.

**Key Responsibilities**:

- Conduct welcome calls with new members, providing a warm introduction to the company, portfolio, and services that they have purchased into THC, BMP, BLP or Transfer.
- Explain the features, benefits, and usage of their timeshare purchase, addressing any questions the member may have.
- Guide new members through ownership purchase.
- Offer information of our booking platforms, how to access benefits, and maximize value from their timeshare.
- Assist members in understanding the booking processes, exchange programs, or any other perks associated with their portfolio.
- Troubleshoot any immediate issues or concerns that may arise during onboarding, ensuring the member’s experience is positive.
- Identify and address any sales-related complaints or concerns that members might have regarding their purchase.
- Escalate any persistent issues or significant complaints to the appropriate departments.
- Monitor and track common concerns, providing feedback for future improvements.
- Collaboration with Sales and Member Services Teams.
- Ensure that accurate and up-to-date information a has been captured for each contract processed.
- Coordinate with the member services team to ensure any onboarding issues are properly handled and resolved in a timely manner.
- Collect feedback from new members to continuously improve the onboarding process.
- Maintain regular contact with members during their initial months to ensure they are actively engaged with their membership.

**Position requirements**:

- 2+ years of experience in customer service, client relations, or sales support, preferably in the timeshare or hospitality industry.
- Experience with onboarding processes or customer training is a plus.
- Excellent verbal and written communication skills.
- Ability to explain complex information in a clear, concise, and friendly manner.
- Strong problem-solving skills with the ability to manage and resolve customer concerns effectively.
- Detail-oriented with the ability to anticipate potential issues before they arise.
- Ability to work effectively in a team, collaborating with the sales, Member Services and legal departments as needed.
- Competency in Microsoft Office Suite (Word, Excel, PowerPoint) and customer service tools.

Ref # 15/09

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