Concierge Services Consultant - Arabic Speaking - Night Shift

Join Our Team as a Virtual Concierge Services Consultant - Night Shift

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 primarily be dealing in the following areas: Travel, Retail, 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 solutions to our members' requests within specified time frames.

Key Responsibilities

The role and responsibilities are dependent on the Travel & Lifestyle department requirements at the time and will fluctuate based on business requirements. Responsibilities may include but are not limited to:

• Manage requests in line with agreed deadlines, proposing an excellent choice of restaurant options, and fully engaging with the member to maximize the conversion of requests to bookings.
• Promote the wider Ten business to our members and suggest/take briefs for other teams in the business (tickets, travel, motor, home improvement, etc.).
• Manage your home page ensuring that jobs and tasks are completed on time and others can quickly identify priority jobs in your absence.
• Assist Team Leaders and Member Satisfaction team when resolving customer care issues related to jobs you have carried out for members, using your personal contacts with key restaurant staff where possible.
• Demonstrate you can confidently negotiate a benefit with suppliers (i.e., restaurants, transfers) and be able to obtain a booking when the member cannot themselves.
• Gather member feedback from previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly.
• Maintain high standards of service and communication with the member throughout the request/member journey.
• Keep administration and research relating to the members or the members' requests up to date in real-time on the in-house knowledge management system with 100% accuracy to ensure the members' requirements are clearly translated into the right actions to minimize any potential confusion that can be caused by mistakes.
• Confidently give members the belief that if you are unable to secure their first option, the LM as the specialist is then offering the next best option.

Requirements

Your Profile:

• Candidates who are CURRENTLY based in South Africa with the correct visa rights to work will be considered.
• You will need to be flexible to work rotational shifts including some weekends from 20:00 pm - 06:00 am.
• Fluency in English and Arabic is required. Excellent written & oral communication is a MUST. Fluency in Arabic is mandatory. Knowledge of other languages is a benefit, but not a necessary requirement. Please be prepared to take a language test in any language you mention as a skill.
• Knowledge and experience in working in the travel, dining, and lifestyle sector – such as firsthand experience booking flights, hotels, restaurants, concerts, theaters, and having confidence to make other reservations or researches.
• An understanding of the luxury lifestyle and affluent customers.
• 2+ years of experience in the leisure-oriented sector of business, hospitality, customer service, concierge, or call center.
• Exceptional verbal and interpersonal skills when dealing with members, suppliers, and clients, working in a calm and professional manner at all times.
• 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 provide intelligent and resourceful replies to members' and clients' requests while maintaining a commercial focus.
• Strong administration skills and ability to prioritize workloads to meet strict deadlines.
• An enthusiasm to work with an emphasis on 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 programs (Excel, Word, PowerPoint).
• Having knowledge and experience in working in the travel sector such as firsthand experience booking flights, hotels, and making other travel reservations and having confidence in issuing tickets, making changes and amendments is a plus.
• Experience with GDS or TTS would be advantageous.
• Concierge, customer service, or call center experience will be preferred.
• Energetic and motivated team players who enjoy the challenge of meeting and beating targets.

Guidelines for Hybrid / Home Office option:

• A secure home office at your confirmed address, free from background noise or other distractions.
• Internet service must meet minimum requirements and minimum speed check must be complete.

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:

• Earn a competitive salary reflective of your experience, complemented by a performance bonus to recognize your achievements. Take advantage of a substantial shift allowance - 20% for shifts worked Monday through Saturday and 50% on Sundays.
• Flexible work arrangements including Hybrid work possibilities; with up to 60% Home Office.
• 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.
• 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 (EHW P) 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.