Concierge Services Consultant

Overview Join Our Team as a Virtual Concierge Services Consultant - Night Shift Our Cape Town office has seen sustained and substantial growth over the past few years. In lifestyle management no two days are ever the same. You will use your knowledge, contact and know-how to deal with interesting and often complex requests. As a language specialist, you will primarily be dealing in the following areas: Travel, Retails, and Entertainment including restaurants and ticket knowledge in the European Market. You will use your expertise to help our members get the most from their lives, whilst growing knowledge within your team and across the company as a whole. You will use your research and communication skills to provide personalized solution to our members request within specified time frames. Key Responsibilities Manage requests in line with agreed deadlines, proposing an excellent choice of restaurant options, and fully engaging with the member to maximise the conversion of requests to bookings. Promote the wider Ten business to our members and suggest / take briefs for other teams in the business ( tickets, travel, motor, home improvement etc.). Manage your home page ensuring that jobs and tasks are completed on time and others can quickly identify priority jobs in your absence. Assist Team Leaders and Member Satisfaction team when resolving customer care issues related to jobs you have carried out for members, using your own personal contacts with key restaurant staff where possible. To demonstrate you can confidently negotiate a benefit with suppliers (ie : restaurants, transfers) and be able to obtain a booking when the member cannot themselves. To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly To maintain high standards of service and communication with the member throughout the request / member journey To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes To confidently give member the belief that if you are unable to secure their first option that the LM as the specialist is then offering the next best option Requirements Your Profile : Currently based in South Africa with the correct visa / work rights (only candidates meeting this requirement will be considered). Flexibility to work rotational shifts, including some weekends, between 20 : 00 and 06 : 00. Fluent in both English, Arabic & French – excellent written and verbal communication skills are essential. Fluency in Arabic & French is mandatory. Knowledge of additional languages is an advantage (you may be required to complete a language test for any listed language skills). Strong understanding of luxury lifestyles and the expectations of affluent customers. Minimum 2+ years of experience in leisure, hospitality, customer service, concierge, or call centre environments. Outstanding interpersonal and verbal communication skills when engaging with members, clients, and suppliers, maintaining a calm and professional tone at all times. High commitment to customer satisfaction, willing to go the extra mile with tact, diplomacy, and effective problem-solving. Ability to respond to requests with intelligent and resourceful solutions, maintaining a commercial mindset. Strong administrative and organizational skills, capable of prioritizing workloads to meet tight deadlines. Detail-oriented with strong follow-through, committed to delivering the highest standard of customer service. Highly computer literate, with proficiency in Microsoft Office (Excel, Word, PowerPoint). Experience booking flights, hotels, and managing travel reservations, including issuing tickets or making amendments, is a plus. Experience with GDS and / or TTS is advantageous. Previous concierge, customer service, or call centre experience is preferred. Energetic and motivated team player, thrives in a target-driven environment and enjoys exceeding goals Guidelines for Hybrid / Home Office option A secure home office at your confirmed address, free from background noise or other distractions Internet service must meet minimum requirements and minimum speed check must be complete 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 Earn a competitive salary reflective of your experience, complemented by a performance bonus to recognize your achievements. Take advantage of a substantial shift allowance - 20% for shifts worked Monday through Saturday and 50% on Sundays. Flexible work arrangements including Hybrid work possibilities ; with up to 60% 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\u2019t have a car). ICAS Employee Health and Wellness (EHW P) 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. Who We Are Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world. 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 continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment. #J-18808-Ljbffr