Member Support Specialist

7 days ago

Cape Town, South Africa Ten Group Full time

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.

**Who We Are**

At Ten our goal is simple, to become the most trusted service business in the world.

Ten is a leading global lifestyle management business with presence in over 20+ offices globally and more than 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.

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.

To find out more about Ten, please watch this short video here.

**Key Responsibilities**:

- 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**:

- 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 pro

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