Ten Group is hiring a Concierge Services Consultant fluent in Arabic for the night shift. You will leverage your knowledge and contacts to deliver personalized solutions for complex requests in Travel, Retail, and Entertainment for the European market. Your role involves high-quality research and communication to meet the expectations of affluent members within specified timeframes.
What You'll Do
- Manage member requests within agreed deadlines, proposing excellent restaurant options and maximizing conversion to bookings.
- Promote the wider Ten business to members and suggest or take briefs for other teams such as tickets, travel, or motor.
- Manage your home page to ensure tasks are completed on time and priority jobs are identifiable in your absence.
- Assist Team Leaders and the Member Satisfaction team in resolving customer care issues related to your jobs, using personal contacts where possible.
- Confidently negotiate benefits with suppliers and secure bookings the member cannot.
- Gather member feedback from previous requests and send it through appropriate channels to ensure satisfaction and repeat usage.
- Maintain high standards of service and communication throughout the member journey.
- Keep administration and research up to date in real-time on the in-house knowledge manager system with 100% accuracy.
- Confidently give members the belief that if their first option is unavailable, you are offering the next best alternative.
What We're Looking For
- Currently based in South Africa with the correct visa or work rights.
- Flexibility to work rotational night shifts, including some weekends, between 20:00 and 06:00.
- Fluent in both English and Arabic with excellent written and verbal communication skills. Fluency in Arabic is mandatory.
- Strong understanding of luxury lifestyles and the expectations of affluent customers.
- Minimum 2+ years of experience in leisure, hospitality, customer service, concierge, or call centre environments.
- Outstanding interpersonal and verbal communication skills when engaging with members, clients, and suppliers.
- High commitment to customer satisfaction, with tact, diplomacy, and effective problem-solving abilities.
- Ability to respond to requests with intelligent and resourceful solutions, maintaining a commercial mindset.
- Strong administrative and organizational skills, capable of prioritizing workloads to meet tight deadlines.
- Detail-oriented with strong follow-through, committed to delivering the highest standard of customer service.
- Highly computer literate, with proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Energetic and motivated team player who thrives in a target-driven environment and enjoys exceeding goals.
Nice to Have
- Knowledge of additional languages is an advantage.
- Experience booking flights, hotels, and managing travel reservations, including issuing tickets or making amendments.
- Experience with GDS and/or TTS is advantageous.
- Previous concierge, customer service, or call centre experience is preferred.
Benefits & Compensation
- Competitive salary complemented by a performance bonus.
- Substantial shift allowance: 20% for shifts Monday through Saturday, 50% on Sundays.
- Flexible work arrangements including Hybrid possibilities; up to 60% Home Office.
- Competitive paid time off package, including a day each year to volunteer.
- One month paid Sabbatical after every 5 years of Service.
- Lucrative Ten Loyalty Rewards program.
- Remote Working Holidays - possibilities to Travel and Work.
- Access to travel and entertainment discounts.
- Company contribution towards medical aid.
- Transport home for those working a late shift (applies to those without a car).
- ICAS Employee Health and Wellness (EHWP) services which are confidential and free.
- Complimentary off-street parking at the Foreshore office.
Work Mode
This is a hybrid position based in Cape Town, South Africa, with options for remote work.
All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
