Latest Jobs 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."

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Key Responsibilities

• Creating and updating a content marketing and social media calendar with relevant B2B content and business initiatives
• Lead generation: building contact lists to ensure that we have a clean and comprehensive list of contacts with whom we can communicate across the EMEA, APAC AND US markets (Main recipients of quarterly B2B newsletters).
• Prospecting: building relationships with key contacts who have engaged with Ten.
• Copywriting for posts on key social media channels – LinkedIn, Facebook, Instagram, YouTube and other relevant channels.
• Posting to and monitoring of the B2B Facebook and company LinkedIn pages.
• Crafting marketing copy (blogs, social posts etc) to augment the company’s presence in the market.
• Creating and updating monthly content marketing calendar to identify key topics and trends with a B2B focus.
• Undertaking daily administrative tasks to ensure the functionality and coordination of the Marketing department’s activities.
• Developing strategic marketing initiatives and activities.
• Crafting copy for all B2B newsletters to keep potential business partners aware and engaged on Ten’s corporate activities, awards and updates.
• Supporting the Marketing team and other departments with the coordination of various projects, including case studies, content marketing, analytics and reporting.
• Conducting regular market research and analysing data (social media, web analytics, rankings etc.) to document key learnings.
• Building and maintaining a comprehensive B2B approach and knowledge sharing within the marketing team.
• Updating spreadsheets, databases and inventories across key business tools and resources (HubSpot, GetProspect, ZeroBounce).
• Building, mining and cleaning various databases.
• Compiling campaign reports to identify key trends, successes and areas of improvement.
• Preparing and delivering post-campaign presentations.
• Building and growing strategic marketing partner relationships within South African market to support propositions offering for local clients – Absa, Diners Club South Africa etc.
• Identifying new channels, creative and other ‘best practice’ ideas for experimentation, optimization and acquisition growth.

Requirements

Skills & Qualifications

• Bachelor’s degree in marketing/communication or Relevant Marketing tertiary education is preferable.
• Two years of proven experience as a marketing assistant.
• Self-starter and able to work independently.
• Proactive approach with a passion for luxury brands and service excellence.
• Good understanding of office management and marketing principles.
• Demonstrable ability to multi-task and adhere to deadlines.
• A solid understanding of performance media (Facebook & Google), email communication strategies, overall digital insights & analytics (Google Analytics) and CRM/Automation tools such as HubSpot.
• Good communication and people skills.
• Computer literacy (MS Excel, Power point, and Word).
• Comfortable working with numbers, key metrics and spreadsheets.

• Working knowledge of WordPress (or equivalent content publishing applications).
• Some exposure to search engine optimisation (SEO) best practices and techniques is preferable, but not mandatory.
• Additional certifications in the following disciplines would be advantageous: Google AdWords; Facebook Blueprint; LinkedIn Sales Navigator, HubSpot, Social media analytics

• Due to hybrid working, please note only applicants based in Cape Town will be considered.

Benefits

Rewards designed around you:

• A competitive salary depending on experience, plus performance-based bonus. Including Weekend Shift Allowance and Late Shift Allowance.
• Flexible work arrangements including Hybrid work possibilities ; with up to 75% Home Office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• We also offer a company contribution towards medical aid, and 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.
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.
• Safe & secure offices in the Foreshore with complimentary off-street parking.