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  • Posted: Nov 11, 2021
    Deadline: Not specified
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  • Ten is the world’s fastest growing concierge company, providing services to private individuals as well as more than 40 global organisations. Our 500+ experts provide travel and lifestyle concierge and loyalty programmes to more than two million members across the globe from 17 offices in 24 languages. Our members are at the centre of everything we do ...
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    Service Ambassador - Emails (3 Month Fix Term Contract)

    Description

    Do you value expectational customer Service?

    Do you enjoy working in a fast paced environment?

    If the answer is "Yes" Read on...

    3 month fixed-term Contract with a possibility to go Permanent

    You will be responsible for efficiently handling 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 communications skills to speak to members in a way that is beneficial for the member and sustainable for the business.

    Who We Are

    At Ten our goal is simple, to become the most trusted service business in the world.

    We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

    We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

    To find out more about Ten, please watch this short video here.

    Key Responsibilities

    • Be available to receive 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 maximise 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.

    Requirements

    Skills / Qualifications

    • At least 1 - 3 years' of relevant work experience

    • Excellent email / phone etiquette with combination of excellent verbal, written, and interpersonal skills

    • Passionate about engaging with members

    • Administration and planning

    • Computer literacy - Word, Excel, PowerPoint, Outlook

    Competencies

    • Strong planning and organisational skills

    • Results orientation

    • Member focus

    • Adaptability

    • Team work

    • Initiative and Pro-activity

    • Attention to detail/accuracy

    • Positive Outlook and Self-Confidence

    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 regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program - this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.

    Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also 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!) whilst enjoying our latest fruit drop.

    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) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

    Preference will be given to candidates in alignment with the employment equity plan of the organization

    Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.

    Method of Application

    Interested and qualified? Go to Ten Group on apply.workable.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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