Member Success Manager - German speaking Job Cape Town South Africa,Customer Service/HelpDesk

We are excited to welcome a proactive German-speaking Member Success Manager to our dynamic team, where your primary mission will be to significantly enhance customer experiences while upholding our esteemed Ten 2030 Principles and Values. In this pivotal role, you will take charge of service delivery and the resolution of complaints, engaging in a collaborative effort across various departments to ensure that every member's experience is nothing short of excellent.

As a vital point of contact for client inquiries, you will provide critical support to the Client Services team, particularly when it comes to addressing escalated issues that require a command of the German language. Your expertise will be essential not only in resolving issues but also in advocating for our members' needs, thereby fostering loyalty and trust.

Your responsibilities extend to transforming dissatisfied customers into enthusiastic advocates for our brand, thereby playing a key role in our mission to elevate client relationships across Europe and the UK. In addition, you will closely collaborate with teams in Operations, Proposition, Product, and Global CX to drive meaningful and positive change in client experiences, ensuring that our services continually meet the evolving expectations of our valued members.

Essential Duties & Responsibilities:

Service Delivery

Actively receive and resolve complaints raised by members, adhering to service level agreements (SLAs)

Maintain a complete understanding of corporate client SLAs and service deliverables

Record all complaints accurately and propose enhancements to complaint handling processes

Provide timely support for urgent complaints and escalations, ensuring fair and member-focused outcomes

Participate in member success training and coaching sessions for Lifestyle Managers and Team Managers

Client Services

Serve as a point of contact for client services, assisting with troubleshooting and improvement initiatives

Interact with Europe & UK-based corporate clients, representing Member Experience in client meetings as needed

Support the resolution of client-related complaints and feedback, collaborating closely with the Department Head

Requirements

Education/Experience

At least a high school diploma or an equivalent qualification is required. Additional education in a relevant discipline is advantageous.

Familiarity and proficiency in complaint resolution
, especially within the entertainment and travel sectors, are considered beneficial.

Knowledge, Skills & Abilities

Fluency in German and English required; additional languages a plus.

3-5 years of travel industry experience preferred.

minimum 3 years experience in complaint handling

Strong verbal and written communication skills for effective interaction with clients and partners.

Passionate about member/client advocacy and service excellence.

Tactful and discreet in handling sensitive information.

Practical problem-solving and common-sense application.

Accountable and responsible conduct with self-motivation.

Detail-oriented with strong time management and project management skills.

Able to prioritize tasks effectively and ensure accuracy in work.

Proficient in Microsoft Word and Excel; skilled in data analysis (pivot tables, lookup formulas) and creating presentations (PowerPoint).

Quick learner of new IT systems (CRM tools, etc.) with strong business acumen.

This position is a 40-hour work week - Monday - Friday 9am/10am - 6pm/7pm SAST

Behavioral Expectations

As Member Success Manager 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.

Be curious, rigorous, and optimistic when approaching all tasks and challenges.

We encourage diverse philosophies, cultures and experiences.

We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

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 through 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 to support development.

Rewards designed around you:

A competitive salary depending on experience.

Hybrid working
. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too.

Paid time away from work
. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.

Paid Sabbaticals
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