Travel Complaint Specialist

4 weeks ago

Cape Town, South Africa Ten Group Full time

**Are you**
- Excellent at handling complaints
- Passionate about customer experience
- Customer focused - an advocate for exceptional service
- Always focused on making situations right for our customers
- Someone who loves to problem solve
- Great at building relationships with customers and colleagues

**If so.. then read on**

Ten is looking for passionate, motivated and resourceful individuals to join our Member Experience Team.

As a Travel Complaint Specialist, you will be responsible for handling the majority of complaints received, from entry level to complex, across various departments. You will also be responsible for managing the distribution of complaints to be handled within departments and recording this data for monthly reporting.

Your exceptional customer service, communication, investigation and analytical skills, will deliver superb member satisfaction, excellent complaint resolution and drive member loyalty.

**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 1300+ 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 working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.

**Requirements**:
**We are looking for**:

- People who are excellent at assisting members with complaints and are confident with managing a complaint through to resolution
- Experience with Amadeus or other GDS system. (Preferable)
- Have the proven ability to turn customers around in tricky situations
- Previous experience working in customer service
- 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.

**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 has a commitment to supporting the delivery of Ten’s environmental, social, and governance goals, and promoting policy adherence.

**"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruit

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