Job Description

Member Services Online Specialist Port Shepstone - KwaZulu Natal - South Africa
Our consultants are skilled hospitality professionals who deliver exceptional service to our various Beekman Group members, owners and guests across a multitude of brands; dedicated to resolving independently a broad range of queries. You must be able to think quickly on your feet and adapt under pressure, enjoy contributing to the team dynamic, and capable of managing multiple queries (sometimes being complex and challenging) efficiently in a fast-paced environment, sometimes co-ordinating across a multitude of departments. You must be an outstanding ambassador, an excellent oral and written communicator (with strong empathetic and active listening abilities), and confident to be able to engage with our clients to help enhance their overall experience. The successful candidate will be responsible to monitor and respond appropriately to social media (e.g. Facebook), including online channels such as Booking.com, in terms of company guidelines.
Key Performance Areas:

• The successful candidate will be responsible for attending to social media channels, and address both public and Member commentary (i.e. complaints/compliments/general enquiries).
• Provide timely, accurate responses and resolutions to online comments and complaints & appropriate customer-centred, market-driven responses are posted timeously.
• Handle member queries via phone and email.
• Maintain call rate standards.
• Perform various administrative and general office duties.
• Resolving comments, complaints and queries in compliance with agreed service delivery standards.
• Adherence to Online Reputation standards.
• Sales leads distribution to ensure fair and effective allocation across the Marketing teams from various channels.

Key Competencies and Personal Attributes:

• Matric essential
• Previous experience in Customer Service and Call Centre environments.
• Knowledge of the leisure industry is an advantage.
• Working knowledge of social media and online booking channels.
• Coordination and assignment of Sales Leads.
• Skilled in verbal and written communication with a professional, courteous approach.
• Ability to deal with members in a professional and courteous manner.
• Above average computer literacy
• Strong administrative and planning skills
• Ability to work independently, and as part of a team.
• Committed to delivering exceptional customer service.
• Flexible working hours and overtime if and when required.

Only shortlisted candidates will be contacted.
South Africa's leading corporate player in the development and management of property and the leisure sector, currently has the following opportunity at Head Office in Port Shepstone. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups.
Ref # 02/08
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