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Japanese-speaking Lifestyle Manager

4 months ago

Cape Town, South Africa ABC Worldwide Full time

**Description**

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 be based in Cape Town, South Africa and 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**
- To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings
- Have an in-depth understanding of your members' lifestyle needs, interests requirements
- Establish clear, detailed and through briefs from members
- Research the best options to meet exceed the lifestyle requirements of the member
- Always go above and beyond on your members' requests
- Proactively offer tailored lifestyle suggestions to your members to maximise the value they get from the service
- Act as an advisor and advocate to both the member and your colleagues to facilitate good effective communication, including any required translating of responses to the member
- Work with member satisfaction ambassador to resolve and own all customer complaints relating to your members

**Requirements**:

- MUST be able to speak and write Japanese on a fluent/Native level
- 1+ experience in leisure orientated sector of business, hospitality, customer service, concierge or call centre
- Exceptional verbal and interpersonal skills when dealing with members, suppliers and clients, working in a calm and professional manner at all time
- Dedication to customer satisfaction and a willingness to do what it takes to get the job done, acting with tact and diplomacy and demonstrating excellent problem solving skills
- Outstanding communication skills, both written and verbal
- The ability to multitask and handle several projects at the same time
- The ability to provide intelligent and resourceful replies to members and clients requests while maintaining a commercial focus
- Strong administration skills and be able to prioritized workloads to meet strict deadlines
- An enthusiasm to work with an emphasis for detail and follow through as required. The highest customer service standards are expected and must be maintained at all times
- Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
- Possess good communication and interpersonal skills
- Having knowledge and experience in working in the travel sector such as first-hand experience booking flights, hotels and making other travel reservations and have confidence in issuing tickets, making changes and amendments is a plus
- Experience with GSDC systems would be advantageous
- Concierge, customer service or call centre experience will be preferred
- You must be flexible to work rotational shifts: 8am - 8pm SA Times, either Tuesdays to Saturdays OR Sundays to Thursdays
- Energetic and motivated team players who enjoy the challenge of meeting and beating targets
- An understanding of the luxury lifestyle and affluent customers

**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 the company and we are there every step of the way in supporting development. All our employees also enjoy a range of benefits.

**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