Jobs at Ten Group

Requirements

• Minimum of 3 years’ experience in outbound retail leisure travel essential
• Recent Global Distribution System experience is essential (within the last 2 years), Amadeus preferable.
• Excellent English communication skills (both written and verbal) ; any additional language of advantage
• Be a well-travelled individual with extensive knowledge of global travel and destinations.
• Energetic and motivated team players who enjoy focusing on delivering world-class customer service
• Be willing to work a set 5-day shift pattern > Tuesday to Saturday < which will include 1 weekend shift and a minimum of two (2) late shifts per week (late Shift 13:00 - 22:00).
• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement.

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Service Delivery  

• Actively and openly receives new complaints raised allocated by VoC team / Feedback Inbox.  
• Ownership and successfully resolved complaints and escalated complaints as per Ten and Corporate Service Level Agreements (SLAs) 
• Complete understanding and knowledge of corporate client SLAs and service deliverables. 
• Is responsible for accurately recording all complaints owned before the third working day of the following month.  
• Learns from member complaints and uses this to enhance our service delivery. 
• Propose enhancements to complaint handling processes and efficiencies. 
• Is available on phone line and email to receives urgent complaints and escalation raised by our members. 
• Manages and plays an integral part is resolving corporate complaints raised through Client Services and Key contacts. 
• Monitors and supports on feedback being managed outside of the MX team.  
• Provides consistent and appropriate advice and coaching on feedback resolutions to Lifestyle Managers and Team Managers.  
• Ensures fair and member focused outcomes are reached for all complaints and that they are only closed when appropriately resolved.  
• Drives a member focused culture through all communication.  
• Assist and knowledge of wider MX team roles and responsibilities, including feedback inbox management etc. 
• Participates and delivers on Member Success training and coaching where required to Lifestyle Manager and Team Managers. 

Client Services    

• Serve as point of contact for client services for assistance on troubleshooting and work closely with the Department Head to support on improvement work related to our service. 
• Interact with Europe & UK based corporate clients.   
• Support a point of escalation for client related complaints or feedback. 
• Attend client meetings to represent Member Experience when required. 
• Requirements
• Behavioral Expectations
• As Member Success Manager 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.  
• 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. 

Education/Experience

• A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in MS process management.
• Knowledge and expertise in complaint resolution, particularly in the entertainment / travel industry is a plus.  

Knowledge, Skills & Abilities

• Candidates will need to be based in Cape Town
• Travel industry (3-5 years) experience is preferred. 
• Your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with clients, management, and business partners.  
• Passion for the member, client, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others. 
• Tactful - Ability to show consideration for and maintain good relations with others.   
• Discretion - Ability to handle sensitive and confidential company matters.  
• Common Sense - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.    
• Responsible - Ability to be held accountable or answerable for one’s conduct.  
• Independence - Ability to work independently with minimal supervision, be self-motivated.  
• Detail Oriented - Ability to pay attention to the minute details of a project or task.  
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.  
• Project Management - Ability to organize and direct a project to completion.  
• Prioritizing - Able to prioritize a multitude of assigned tasks and complete each in order of importance.  
• Accuracy - Ability to perform work accurately and thoroughly.  
• Computer Proficiency, including Microsoft Word and Excel.  
• Usage of MS Excel data analysis functions such as pivot tables and lookup formulas  
• Preparation of visually - pleasing graphs and data points using MS PowerPoint  
• Ability to quickly learn new IT systems - CRM tool, call listening system, etc.  
• Business Acumen - Ability to grasp and understand business concepts and issues. 
• Flexibility : This position is a 40-hour work week - Monday - Friday 9am/10am - 6pm/7pm
• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement with at least 2 office days per week.

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Key Responsibilities:

• Design requests by telephone and email in German and English of individual trips (flights, hotels, villas, rental cars, railways, round trips, package deals, cruises, private jets, yachts, transfers, and VIP service) for premium cardholders, considering all the needs of the customer
• Preparation of tailor-made offers and travel documents, preparation of travel programs, obtaining visas and administrative processing
• Active cross-selling of lifestyle services for travel enquiries

Requirements

• If you have worked in Retail Travel, Tour Operations, Account Management or Luxury Travel apply today, This could be an excellent career progression and an opportunity to work for a growing award winning company.
• Have the required authorization to live and work in South Africa .
• Strong and proven track record in Europe leisure sales as well as worldwide itineraries
• Experience in Travel retail or Tour operator environment essential
• Experience and sound knowledge of GDS (preferably Amadeus)
• Professional fluency (both written and spoken) in German and English (level C1 or higher according to The Common European Framework)
• Additional French and/or Italian proficiency is a big plus
• Impeccable listening skills, willingness to learn, and ability to work well in a team environment
• Ability to multitask, assist where needed, maintain strong attention to detail, resolve problems independently, and work well under pressure
• Energetic and motivated team player who enjoys the challenges
• You have strong communication skills and love to provide excellent service and quality daily
• Flexibility : Ability to work shifts and weekends. ( This position is a 40-hour work week with day / evening shifts. Shifts are either Tuesday - Saturday / Sunday - Thursday ; between the hours of 7:00 - 22:00 SAST / with at least one late shift per week).
• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement with at least 2 office days.

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Key Responsibilities

• Review, advise upon, and negotiate a diverse range of commercial contracts with a diverse range of partners such as multinational financial institutions, premier travel suppliers, and SaaS and IT providers. 
• Maintain and update a portfolio of standard commercial contracts and associated documentation. 
• Provide legal guidance and support on data privacy matters, collaborating with the Group's Information Security team. 
• Offer central legal and compliance support to the Group's commercial leaders, facilitating business development and client services initiatives. 
• Assist the Company Secretary with Annual Report preparation, AGM proceedings, employee share schemes, and other corporate governance matters. 

Requirements / Attributes

• Please note this is a Hybrid role, therefore only candidates currently based or willing to relocate to CPT will be considered (Non Neg)
• Qualified Lawyer (minimum 1-3 years PQE)
• In-house experience with proven ability to thrive in a fast-paced, commercial environment. 
• Demonstrated expertise in drafting, reviewing, and negotiating commercial documents. 
• Strong understanding of data privacy issues and compliance frameworks. 
• Proven ability to lead projects and provide strategic advice to stakeholders. 
• Excellent technical legal writing skills and a commercial mindset
• High levels of self-motivation, autonomy, and adept workload management skills. 

Desirable: 

• Experience working in international business environments, including working with US jurisdiction.