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Service Quality Admin Assistant Job in South Africa
Ten Group , South Africa

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 26, 2021
Last Date
Jul 26, 2021
Location(s)

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 confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.

We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

Preference will be given to candidates in alignment with the employment equity plan of the organization

Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.

Job Specification

Ten Group

Information Technology and Services - London, United Kingdom