Membership Care Specialist
Ten Lifestyle Group
Hong Kong, Hong Kong Island, HK
5天前

As Membership Care Specialist, you are an ambassador of Ten Group and responsible for providing the highest level of customer service to our APAC group of members.

The ideal candidate will have a natural ability to engage with members over the phone, provide ideas on potential processes and influence the success of their team, always seeking profitable revenue streams through efficiency and member satisfaction solutions.

JOB SUMMARY :

  • At Ten, we believe that every team should benefit from inspiring and motivational teamwork. In this role, you will work together with the rest of the outbound team to oversee the team’s success, to ensure we consistently provide the best service standards within the business, as well as completing our vision to become the most trusted service platform in the world;
  • in line with our company values - Member Focused , Trustworthy and Pioneering . Your success will be measured against the Engagement team targets, including but not limited to :

  • QA scores / Member Satisfaction
  • Unique Users
  • ESSENTIAL DUTIES AND RESPONSIBILITIES :

    Engagement Specialist Lifestyle Manager :

    You will be responsible for the success of different projects through engaging the members via outbound phone calls. These projects include but are not limited to :

  • Welcome calls to new members
  • Re-engagement calls to lapsed members
  • Member Onboarding Journey
  • Follow Ups and post event follow ups
  • Service Recovery Journey
  • Special Occasion Calls
  • Aside from performing these calls, you will :

  • Perform all associated TenMaid admin to perform these types of calls
  • Assist to regular meetings to gather insight regarding how members are reacting to the calls and share ideas on future projects
  • Assist with reporting using tableau and other tools provided
  • Share results on team efficiencies to the team on a weekly basis, including key metrics and initiatives
  • Keep Service Improvement Project Lead informed on trends (negative or positive) including service improvement plans when necessary
  • Promote a professional environment
  • Be a positive impact on the team and the wider business
  • Part of APAC :

    APAC Teams work together to ensure that the company provides exceptional service. You will collaborate with the Service Improvement Project Lead to

  • Identify changes to working practices and systems that will ensure significant improvement in profitability, member satisfaction, business efficiency and sustainability
  • Contribute to business improvement projects
  • Requirements

    Knowledge and Skills :

  • Must work a varying schedule according to the needs of a 24 / 7 business
  • Fluent in English and either speak Cantonese or Mandarin
  • Ability to write grammatically correct English and either Traditional or Simplified Chinese
  • Proficient in Microsoft Office, especially MS Excel and PowerPoint
  • Consistently display above average performance according to Ten standardized measures
  • Excellent QA scores, especially in the call section for the last six months minimum
  • Exemplary NPS scores where applicable
  • A wide knowledge of all facets of Ten’s business, including varied programs, locations and propositions
  • Generate ideas for new processes to improve the member’s experience
  • Ability to adapt phone manner for internal and member-facing situations
  • Understanding of data protection and handling of sensitive information
  • History of possessing a positive, solutions-oriented attitude including having a positive influence on others
  • Proven dependability, time management and organizational skills
  • Mindset of what it means to provide genuinely outstanding service
  • Required to perform accurate and thorough work independently
  • Behavioral Expectations :

  • Strength and resilience when under pressure
  • Comfortable in an environment of constant change
  • Confidence in making decisions
  • Ten exists to be the most successful and trusted company in the world in providing personalized services to individuals.

    You will engender pride in working for Ten and make a point of celebrating the success of your team and of others around you.

    You will be expected to role model the behaviors associated with our values : Member Focused , Trustworthy and Pioneering .

    This means approaching your work every day with a positive, solution-oriented and supportive attitude, and setting high standards for yourself.

    You will be self-aware and committed to continuous self- improvement.

    You will exercise good judgment when faced with difficult decisions and take personal responsibility for problems being resolved.

    Benefits

    Our people are at the heart of the business and we have a culture of recognition and reward. 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 enjoy monthly Treats on Ten (on the tenth of each month!) 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.

    One of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

    Ten works with a small Preferred Suppliers List currently, focused on specialists in each location.

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