Travel Complaint Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Ten Group Full time

Are you ready to make an impact and lead by example in a dynamic, customer-centric environment? We're looking for a motivated
German-speaking Travel Complaint Specialist who not only excels in providing exceptional service but also embodies our core principles and values.


As a German-speaking
Travel Complaint Specialist, you will serve as a role model for our Ten 2030 Principles and Values while ensuring the success of our clients.

You'll take ownership of service delivery, resolve complaints efficiently, and collaborate cross-functionally to drive member-focused outcomes.

Additionally, you'll provide support to our Client Services team, serving as a point of contact for client-related inquiries and escalations.

At Ten Group, we're committed to revolutionizing customer experiences and fostering a culture of excellence. Our Ten 2030 Principles guide everything we do, from putting members first to striving for audacious goals. If you're passionate about delivering results and making a difference, we want you on our team.

Essential Duties & Responsibilities:

Service Delivery

  • Actively receive and resolve complaints raised by members, adhering to service level agreements (SLAs)
  • Maintain a complete understanding of corporate client SLAs and service deliverables
  • Record all complaints accurately and propose enhancements to complaint handling processes
  • Provide timely support for urgent complaints and escalations, ensuring fair and memberfocused outcomes
  • Participate in member success training and coaching sessions for Lifestyle Managers and Team Managers

Client Services

  • Serve as a point of contact for client services, assisting with troubleshooting and improvement initiatives
  • Interact with Europe & UKbased corporate clients, representing Member Experience in client meetings as needed
  • Support the resolution of clientrelated complaints and feedback, collaborating closely with the Department Head

Requirements:

  • Fluency in
    German and English is essential (additional languages advantageous )
  • 35 years of experience in the travel industry (preferred)
  • Excellent verbal and written communication skills
  • Passion for delivering exceptional service and advocating for clients
  • Ability to handle sensitive information with discretion and maintain good relations with others
  • Proficiency in Microsoft Word, Excel, and PowerPoint
  • Strong time management and project management skills
  • Detailoriented with a focus on accuracy in work
  • Role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering
  • Approach tasks and challenges with curiosity, rigor, and optimism
  • Embrace diverse philosophies, cultures, and experiences
-
Flexibility: This position is a 40-hour work week; Monday to Friday 9am/10am - 6pm/7pm local SA time

  • 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._

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.


_ Rewards designed around you:
_

  • A
    competitive salary depending on experience, plus a performancebased bonus. Including Weekend Shift Allowance and Late Shift Allowance.
-
Hybrid working. You can combine working from home and working from the office. We offer fully remote too for individuals outside of commutable distance to the office in South Africa country wide.
-
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 offstreet parking.

Who We Are
Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vi

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