Member Support Specialist at Ten Group

Description

You will be responsible for efficiently handling inbound telephone calls and email contacts from members. You will need to engage with the member to understand their needs, interests, and requirements in order to promptly complete transfers to the appropriate department. As a member of the front-line team you will create outstanding confidence in the service ensuring high levels of member satisfaction with the initial contact with the Ten Group service.

You will be highly expert and knowledgeable about the full range of services offered by Ten and will use your superb communication skills to speak to members in a way that is beneficial for the member and sustainable for the business.

Key Responsibilities:

• Be available to receive inbound telephone calls and emails from members. Identify the purpose of their contact and respond and/or transfer the enquiry to the relevant team as appropriate.
• Identify members with specific and current requests and efficiently transfer them to the appropriate specialist in the right team.
• Engage with members and get to know them so you can better understand their needs, interests and requirements to best handle their enquiry.

• Ensure members are fully aware of the range of services we offer and identify those that are particularly relevant to them.
• Gather feedback from members on their experience of the service and ensure that it is reported appropriately to the correct department.
• Participate in specific strategic campaigns across the business.
• To promote a certain offer/benefit to the member who has been targeted for a specific reason.
• To educate the member on other areas of the service where appropriate so that they maximize their use of the service

• To grow your knowledge of one (or more) specialist areas of our business so that you can display your expertise and add value to the member’s experience.

Competencies:

• Strong planning and organisational skills
• Results orientation
• Member focus

• Adaptability
• Teamwork
• Initiative and Pro-activity
• Attention to detail/accuracy
• Positive Outlook and Self-Confidence

Requirements

• Please note candidates based in Cape Town will only be considered
• At least 3 years of relevant work experience with high end customers

• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Energetic and motivated team players who enjoy a challenge
• People who excel at driving customer loyalty across multiple programs
• People who are passionate about delivering high quality personalised customer service
• Excellent verbal and written skills are essential in English and a bonus in a second language.
• People who can use their initiative and creativity to best meet the needs of our members

Behavioral Expectations:

• As a Member Support Specialist, you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude.
• Be curious, rigorous, and optimistic when approaching all tasks and challenges.

Shifts:

Monday to Sunday (5 days) and working as early as 10:00am and as late as 22:00pm mixture of shifts.

Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement.

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits:

• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 15 days per annum, 20 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
• One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
• We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car).
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Access to lots of great travel and entertainment discounts as our clients members would!
• There are lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) or stunning roof-top terrace to enjoy the Table Mountain view, whilst enjoying our latest fruit drop or great coffee/tea station.
• Global Team, with diversity at its core.
• Safe and secure offices located in Cape Town Foreshore, with complimentary off-street parking.
• Possibility of growth within a dynamic and international company

Commitment to Diversity

We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time."