Travel Complaint Specialist

2 weeks ago

Johannesburg, South Africa Ten Lifestyle Group Full time


Are you ready to make an impact and lead by example in a dynamic, customer-centric environment? We're looking for a motivated German-speaking Travel Resolution Specialist who not only excels in providing exceptional service but also embodies our core principles and values. 

As a German-speaking Travel Resolution Specialist, your role involves successfully resolving complaints and escalated complaints, with a focus on German language complaints, as per business requirements and provide the region and operations with support on all aspects of complaint resolution.

You'll take ownership of service delivery, resolve complaints efficiently, and collaborate cross-functionally to drive member-focused outcomes. Additionally, you'll provide support to our Client Services team, serving as a point of contact for client-related inquiries and escalations.

You will work closely with Operations, Proposition, Product and Global CX on turning dissatisfied members into loyal advocates of the concierge service.

At Ten Group, we're committed to revolutionizing customer experiences and fostering a culture of excellence. Our Ten 2030 Principles guide everything we do, from putting members first to striving for audacious goals. If you're passionate about delivering results and making a difference, we want you on our team.

Essential Duties & Responsibilities:

Service Delivery

Actively receive and resolve complaints raised by members, adhering to service level agreements (SLAs) Maintain a complete understanding of corporate client SLAs and service deliverables Record all complaints accurately and propose enhancements to complaint handling processes Provide timely support for urgent complaints and escalations, ensuring fair and member-focused outcomes Participate in member success training and coaching sessions for Lifestyle Managers and Team Managers

Client Services

Serve as a point of contact for client services, assisting with troubleshooting and improvement initiatives Interact with Europe & UK-based corporate clients, representing Member Experience in client meetings as needed Support the resolution of client-related complaints and feedback, collaborating closely with the Department Head

Requirements

Fluency in German and English is essential (additional languages advantageous ) 3-5 years of experience in the travel industry Sound knowledge of a GDS (Amadeus preferred) and ticketing systems Excellent verbal and written communication skills Passion for delivering exceptional service and advocating for clients Ability to handle sensitive information with discretion and maintain good relations with others Proficiency in Microsoft Word, Excel, and PowerPoint Strong time management and project management skills Detail-oriented with a focus on accuracy in work Role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering Approach tasks and challenges with curiosity, rigor, and optimism Embrace diverse philosophies, cultures, and experiences Flexibility : This position is a 40-hour work week; Monday to Friday 9am/10am - 6pm/7pm local SA time ; occasional outside of normal working hours shift may occur due to our global business nature

Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement with at least 2 office days per week.

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:

A competitive salary depending on experience, including Weekend Shift Allowance and Late Shift Allowance. Hybrid working. You can combine working from home and working from the office. We offer fully remote too for individuals outside of commutable distance to the office in South Africa country wide. 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't have a car). ICAS Employee Health and Wellness (EHWP) 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.

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