Member Services Representative — Multilingual (English / European Markets)

Responsibilities

• Serve as the primary contact for European-market members in the Riviera Maya vacation club portfolio: handle inbound service requests, reservations assistance, and complaint resolution for German, French, Italian, and other European members
• Adapt communication style for cultural expectations of European members: European members typically expect documented responses, formal communication, and resolution timelines — verbal reassurances without follow-through produce elevated complaint escalation rates in European markets
• Manage rescission period for European market new members: EU-origin members are often aware of EU timeshare consumer protection standards and may expect a longer rescission window than Mexican law provides — the Member Services representative must explain the applicable legal framework accurately while keeping the member engaged with the product
• Conduct multilingual welcome calls and onboarding communications: new members in European languages who receive a welcome call in their own language are significantly more likely to engage positively with the early membership experience
• Coordinate with the Riviera Maya exchange network team for international reservation requests: European members often use their Riviera Maya membership to access partner properties in Europe or elsewhere in Latin America
• Maintain European market-specific CRM records in the appropriate language

Requirements

• Spanish native + English fluency + at least one European language (French, Italian, or German preferred for the PDC market)
• Cultural adaptability for European communication expectations
• Rescission period legal knowledge specific to the Mexican vacation club regulatory framework
• Guest relations or hospitality service background
• Organized written communication for documentation-heavy European member interactions

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Language premium on fixed monthly salary
• Member retention performance bonus
• Staff dining included
• Career track to International Member Relations Supervisor

Work environment

Multilingual Member Services in the Playa del Carmen Riviera Maya vacation club corridor. Service role requiring European language fluency and cultural adaptability for an international member portfolio.

About the role

The Italian member who calls about a reservation problem and gets a Member Services representative who responds in fluent Italian, documents the issue formally, provides a resolution timeline, and sends a written confirmation — is having a service experience that's better than most Italian consumers expect from Italian companies. That experience generates the kind of member loyalty that produces referrals to family members planning their own Riviera Maya vacation.