Service Quality Admin Assistant
Ten Group, South Africa
Job Description
Overview
To ensure that all relevant MS data is recorded accurately in the relevant systems and to provide support with further Service Quality tasks where reasonably required. The SQA will capture member feedback by using their ability to review requests, accurately summarise stories and creatively document corporate client-facing feedback summaries featuring testimonials from our members
**12 month fixed-term Contract**
Who We Are
At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
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 to continue to improve the lives of millions of members.
To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.
Key Responsibilities
Recording of EMEA feedback data
- Ensures that all positive feedback flagged by EMEA Lifestyle Managers is recorded accurately in Tenmaid.
- Ensures that all negative feedback for EMEA assigned to them is logged accurately in Tenmaid. (assigned by Feedback Co-Ordinator/MS Manager)
- The quality and accuracy of the negative logging and trend recording will be the responsibility of the SQA.
- The SQA will be fast, logical and analytical when performing tasks.
- The MS Manager will conduct spot checks on the feedback being logged to ensure that a high and consistent standard is being kept.
Measures of Success:
- Accurate monthly feedback data allowing clear trend analysis
- All feedback data reported to the business within the set reporting deadline.
- Consistent improvement with the consistency of both positive and negative feedback logging quality.
Additional responsibilities include but not limited to:
- Support Team Managers with pulling phone calls for QA.
- Support regions outside of EMEA with recording data.
Requirements
- Writing skills - You demonstrate the ability to tell excellent stories through the written word and are able to bring member experiences to life through your creative writing style.
- Independence - Ability to work independently with minimal supervision, be self-motivated
- Time Management - Ability to utilize the available time to organize and complete work within given deadlines
- Passion for the member experience and service delivery standards - You are an advocate for the member, you can inspire excellence from others
- Multitasker - Ability to juggle multiple priorities simultaneously
- Accuracy - Ability to perform work accurately and thoroughly
- Computer Proficiency - excellent computer skills in MS Office and Internet.
Benefits
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.
All our employees also enjoy a range of benefits regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program - this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.
Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are