Member Services Escalations Consultant

The Beekman Group; Port Shepstone; On-site; ZAR 150,000 - 240,000; Full time

Job summary

A leading company in the leisure industry seeks a detail-oriented individual capable of resolving customer queries and maintaining service standards. The successful candidate will handle both written and verbal inquiries, engage with members face-to-face, and perform administrative tasks. Candidate must have Matric and experience in customer service, along with flexibility in working hours.

Qualifications

• Matric essential.
• Leisure industry knowledge preferable.
• Ability to work under pressure.

Responsibilities

• Resolve member queries both written and verbal.
• Maintain call rate standards.
• Perform various administrative duties.

Skills

Customer Services

Call Centre experience

Excellent communication skills

Computer literacy

Education

Matric

Job description

Port Shepstone – KwaZulu Natal – South Africa

Key Performance Areas

• The successful candidate will be responsible for resolving member queries, both written and verbal in compliance with agreed service level standards
• Maintain call rate standards.
• Consult with members face to face.
• Member cancellations and retentions.
• Perform various administrative and general office duties.
• Highly detail-oriented, organized, and methodical with excellent follow-up to meet customer expectations and deadlines.
• Resolving complex complaints and queries in compliance with agreed service delivery standards.
• Adherence to Online Reputation standards.
  
  

Person Requirements

• Matric essential
• Leisure industry knowledge is preferable.
• Flexible working hours and overtime if and when required.
• Customer Services and Call Centre experience.
• Working knowledge of social media and online booking channels is preferable.
• Excellent verbal and written communication skills
• Ability to deal with members in a professional and courteous manner.
• Above average computer literacy
• Ability to work under pressure.
• Ability to work independently, and as part of a team.
  
  

Only shortlisted candidates will be contacted.

Ref # 15/06

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