Location: Gauteng
Salary: Market Related

Job Summary:
The Concierge Customer Services Executive (CSE) is responsible for providing a high quality service to our customers by answering all requests for assistance in a timely and professional manner and according to defined protocols, procedures and service level agreements.

Required Qualifications
• Minimum Grade 12
• Tertiary Qualification in Travel & Tourism, Hotel and / or Hospitality advantageous

Required Work Experience
• Minimum of 2-3 years experience working in a customer services environment within the hospitality, services, Travel & Tourism industries

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.

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, External Communication & 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 company to other organizations 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 timeframe 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 company’s policies and procedures.
• Carry out any other reasonable duties as requested by the manager.

If you don’t hear from us within 2 weeks, please consider your application as unsuccessful. We will however keep your CV on our database for any future opportunities.