Concierge Services Consultant - Arabic Speaking - Night Shift at Ten Lifestyle Group

Key Responsibilities

• The role and responsibilities are dependent on the Travel & Lifestyle department requirements at the time and will fluctuate based on business requirements. Responsibilities may include but are not limited to.
• Manage requests in line with agreed deadlines, proposing an excellent choice of restaurant options, and fully engaging with the member to maximise the conversion of requests to bookings.
• Promote the wider Ten business to our members and suggest/take briefs for other teams in the business (e.g. tickets, travel, motor, home improvement etc.).
• Manage your home page ensuring that jobs and tasks are completed on time and others can quickly identify priority jobs in your absence.
• Assist Team Leaders and Member Satisfaction team when resolving customer care issues related to jobs you have carried out for members, using your own personal contacts with key restaurant staff where possible.
• To demonstrate you can confidently negotiate a benefit with suppliers (ie: restaurants, transfers) and be able to obtain a booking when the member cannot themselves.
• To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
• To maintain high standards of service and communication with the member throughout the request/member journey
• To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes
• To confidently give member the belief that if you are unable to secure their first option that the LM as the specialist is then offering the next best option

Requirements

Your Profile: 

• Candidates who are CURRENTLY based in the South Africa with the correct visa rights to work will be considered
• You will need to be flexible to work rotational shifts including some weekends from 20:00pm - 06:00am.
• Fluency in English and Arabic is required. Excellent written & oral communication is a MUST. Fluency in Arabic is mandatory. Knowledge of other languages is a benefit, but not a necessary requirement. Please be prepared to take a language test in any language you mention as a skill.
• Knowledge and experience in working in the travel, dining and lifestyle sector - such as firsthand experience booking flights, hotels, restaurants, concerts, theaters and have confident to make other reservations or researches
• An understanding of the luxury lifestyle and affluent customers.
• 2+ experience in leisure orientated sector of business, hospitality, customer service, concierge or call center
• Exceptional verbal and interpersonal skills when dealing with members, suppliers and clients, working in a calm and professional manner at all time
• Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
• Outstanding communication skills, both written and verbal
• The ability to provide intelligent and resourceful replies to members and clients requests while maintaining a commercial focus.
• Strong administration skills and be able to prioritized workloads to meet strict deadlines
• An enthusiasm to work with an emphasis for detail and follow through as required. The highest customer service standards are expected and must be maintained at all times
• Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
• Having knowledge and experience in working in the travel sector such as firsthand experience booking flights, hotels and making other travel reservations and have confidence in issuing tickets, making changes and amendments is a plus
• Experience with GDS or/and TTS would be advantageous
• Concierge, customer service or call center experience will be preferred
• Energetic and motivated team players who enjoy the challenge of meeting and beating targets