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VIP Customer Support Specialist

Location
London
Remote Working
Remote Working
Salary
£24,000 to £26,000
Job Type
Permanent
Posted
21 Jul 2022

VIP Customer Support Specialist

£24,000 - £26,000 + bonus scheme

London (Hybrid working model)

Description

In lifestyle management no two days are ever the same, at any time you could easily be booking transfers to the Monaco Grand Prix, buying a baby crib from Harrods, selecting a Birken handbag for a member or even finding things to do in the Maldives - the only limit is our imagination! You will use your knowledge, contacts, and research skills to assist with these interesting and often complex requests, ensuring we find creative solutions within specified timeframes, for our members to truly get the most from their lives. You will also use your research and communication skills to effectively collaborative with colleagues both within your team and in other areas of the business, to ensure the best opportunities are shared by all.

Who the client is?

  • A leading global lifestyle management business with presence in over 23 offices globally and more than 950 employees. Using their expertise, technology and buying power to VIP members direct access to the best travel, live entertainment, dining, and luxury retail services. Who also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

Key Responsibilities

  • To manage requests in line with agreed deadlines, proposing an excellent choice of options and fully engaging with the member to maximize the conversion of requests to bookings.
  • To promote the wider business to our members and suggest/take briefs for other teams in the business (e.g. tickets, travel, motor, home improvement etc.).
  • To manage your daily tasks, ensuring that tasks are completed on time and others can quickly identify priorities in your absence.
  • To assist Team Leaders and Member Satisfaction team when resolving customer care issues related to tasks you have carried out for members, using your own personal contacts with key restaurant staff where possible.
  • To demonstrate you can confidently negotiate a benefit with suppliers (ie: restaurants, transfers) and be able to obtain a booking when the member cannot themselves.
  • To gather member feedback from members 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.
  • To maintain high standards of service and communication with the member throughout the request/member journey.
  • To keep administration and research relating to the members or the members requests accurately up to date on the in-house knowledge managers system.
  • To ensure that any opportunities for commission are realized.

Requirements

  • 1+ experience in leisure orientated 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 time
  • 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 multitask and handle several projects at the same time.
  • The ability to provide intelligent and resourceful replies to members and clients requests while maintaining a commercial focus.
  • Strong administration skills and be able to prioritize workloads to meet strict deadlines
  • An enthusiasm to work with an emphasis for detail and follow through as required. The highest customer service standards are expected and must be always maintained
  • Computer literate to a high level and proficient with all Microsoft Office programmes (Excel, Word, PowerPoint)
  • You must be flexible to work rotational shifts.
  • Energetic and motivated team players who enjoy the challenge of meeting and beating targets
  • An understanding of the luxury lifestyle and affluent customers.

Benefits

People are at the heart of the business, and our client 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.

All our employees also enjoy a range of benefits:

  • A competitive salary will be offered depending on experience
  • Offer flexible work arrangements including Hybrid work possibilities
  • Annual Leave of 20 days per annum, 25 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
  • One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
  • Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
  • Lucrative Rewards program
  • Remote Working Holidays - Travel and Work for up to 4 weeks per year!
  • Access to lots of great travel and entertainment discounts as our clients members would!
  • Be part of our global, dynamic, and inclusive Team, with diversity at its core.
  • Possibility of growth within a dynamic and international company
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Details

  • Job Reference: 663283939-2
  • Date Posted: 21 July 2022
  • Recruiter: CCR Recruitment & Selection
    CCR Recruitment & Selection
  • Location: London
  • Remote Working: Some remote working possible
  • Salary: £24,000 to £26,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent