Key Responsibilities

CASE MANAGEMENT

Receive and acknowledge incoming calls, internally transferred calls and e-mails, within stipulated corporate standards and customer contracts
Full management of member requests on behalf of our clients, via phone or e-mail as per the Standard Operating Procedures (SOP’s).
Identify, implement and coordinate appropriate solutions
Set expectations around customer requests and turnaround times, thereby providing a high level of customer service
Provides accurate information in accordance to customer requests
Research options to fulfill requests from customers globally in areas including
Airport services, dining, entertainment, travel services, sports & recreation, shopping, and any other services in reference to the client contracts
Capture all details around case management activities and case related communications in the concierge case management system
Conduct outbound calls to new and/or existing customers introducing concierge services and other benefits as per business requirements.
Promote client packages, benefits and promotions and use all opportunities to up sell services to all contractual clients and their members
Provide all services as per contractual scope of services and be able to say “no” positively
Leverage current local, global and client service providers (partners) and utilize all means of communication channels and any other resources to fulfill requests. This includes web-based and/or computer-based programs to assist customers and process required information
Represent the interests of the clients in a professional, courteous manner and in accordance to best practice
Preparation for daily transmissions to ensure a comprehensive handover to next shift
Immediately act upon any omissions or service failures identified during the course of the case management and ensure appropriate escalation procedures are followed
Meet the required operations productivity measurables including, call statistics and scores, case activity and case audit scores
Monitor and provide feedback to the team with regards to the voicemail box as per the Voicemail Box Procedure
Applies client and Group Policies as applicable whenever interacting with customers
Protect all customers personal data at all times and escalate when there is an incident
Ensure that cases needing escalation are escalated in a timely manner and in accordance to the Escalation Procedure
Adhere to the mandatory escalation procedure to the relevant Manager both in and out of regular business hours

INTERNAL AND EXTERNAL COMMUNICATION AND RELATIONSHIP MANAGEMENT

Display a caring attitude towards customers and living the company values in a way that reflects our slogan around ‘Human Touch’ and in so doing setting an example for the Concierge Platform
Positively promote the Company to other organisations in all forms of written and verbal communication, with clients and providers
Effectively manage and communicate any issues or workload challenges to the TL
Interacts with customers to provide information in response to inquiries and to handle and resolve complaints
Proactively follow up with both the member and/or the client (as appropriate) within agreed time frame on each course of action scheduled in the course of the case management
Establish relationships with customers, learning their likes and dislikes
Adopt a team approach to case management ensuring cases are actioned for seamless handover and management between shifts as per the Hand Over Procedure
Strives to leave the customer with a positive customer experience feeling after every contact
Communicates responses in a clear, professional, timely and concise manner
Share feedback about destination and service trends with team and line manager

OTHER DUTIES

Attend training and meetings (before and after your shift) as and when required to obtain new and pertinent information about clients and products and how to assist customers
Attend ongoing training, operational meetings and team builds as and when required. There may be a necessity for these to be outside normal working times for which you would be paid overtime
Part of the standby roster
Work at other locations as and when required
Work within and promote all policies and procedures of the Company
Carry out any other reasonable duties as requested by the manage

Required Work Experience

Minimum of 2-3 years experience working in a customer services environment within the hospitality, services, travel and tourism industries

Required Qualifications

Minimum Grade 12
Tertiary qualification in travel and tourism, hotel and/or hospitality advantageous

Skills / Knowledge

Working knowledge of CRM technology
IT literate and proficient in the usage of contemporary computer software including Microsoft Outlook and Word.
Understanding of the hospitality and travel terminologies.

Personal Attributes

Excellent problem-solving skills
Well developed listening and communication skills
High level of customer service, providing “white glove” service
Able to assess and analyze a situation quickly and make a decision
Good attention to detail
Sense of responsibility

Required experience:

2-3 years experience in Customer Services enviroment: 1 year