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Concierge Service Manager

1 week ago

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

Ten Lifestyle Group is a global luxury concierge service that serves high-net-worth individuals with their requests for leisure travel. We are seeking a highly skilled Client Experience Specialist to join our team.

Job Description

The Client Experience Specialist will be responsible for delivering exceptional client experiences through proactive communication, issue resolution, and personalized support. Your primary focus will be on resolving client complaints and issues in a timely and efficient manner, ensuring that our clients receive the highest level of service and satisfaction.

You will serve as the point of contact for clients, responding to their inquiries, and addressing any concerns or issues they may have. Proactively communicate with clients to ensure their needs are met, and exceed their expectations.

  • You will work closely with our Operations and Proposition teams to resolve complex issues and provide solutions that meet our clients' needs.
  • Actively receive and respond to client complaints and feedback in a timely and professional manner.
  • Ownership and successful resolution of client complaints and escalated issues as per Ten and Corporate Service Level Agreements (SLAs).

Key Responsibilities:

  • Develop and maintain strong relationships with clients, providing them with exceptional service and support.
  • Collaborate with internal stakeholders to identify and implement process improvements that enhance client satisfaction and loyalty.
  • Maintain accurate records of client interactions, including complaints, feedback, and resolutions.
  • Continuously learn from client feedback and use this knowledge to improve our services and processes.

Requirements:

  • A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus.
  • Record of success in MS process management.
  • Knowledge and expertise in complaint resolution, particularly in the entertainment/travel industry.

We offer a competitive salary reflective of your experience, flexible work arrangements, paid time away from work, paid sabbaticals, and employee discounts.