Workflow Manager - Arabic speaking - вакансия 15140068

Вакансия неактуальна и сохранена только в информационных целях.



Дата обновления: 30.10.2021

Город: Москва

Категория: Туризм, гостиничное дело

Тип занятости: Не имеет значения



Текст вакансии:


Are you…. Passionate about delivering customer service at the highest level? Someone who enjoys coming up with creative solutions to suit customer needs? A person that thrives in a diverse environment where no day is quite the same? Yes? Read on.... We are seeking a passionate, motivated and resourceful Lifestyle Manager to join our Lifestyle Team. In this role, you will be responsible for fulfilling lifestyle requests of our high-profile members – from booking travel and accommodation, to sourcing events tickets, booking high end restaurants and sourcing hard-to-find luxury accessories. 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 20 + 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. Will you help take us there? ESSENTIAL DUTIES AND RESPONSIBILITIES: The role and responsibilities are dependent on department requirements at the time and will fluctuate based on business requirements. Responsibilities may include but are not limited to. Allocation Workflow Managers are responsible for ensuring that all requests have clear ownership, both for research/booking, and for communicating to the member. They should ensure that all requests quickly get to the home page of the best person to be managing the next step, so that a prompt response can be provided to the member Be responsible for efficiently managing the workload within the teams, ensuring all requests are allocated within good time in order to allow Lifestyle Managers sufficient time to deliver a high quality response. Assist with tracking each Lifestyle Manager’s current workload as to have a thorough understanding of capacity for additional requests. Ensure you are up to speed and knowledgeable in regards to each individual Lifestyle Manager’s expertise, likes/dislikes, and skillsets. Be aware of trends (In volume, request types, etc.) and bring this information to the attention of the Team Manager. Work together with them to find ways to improve response times and quality of responses to our members. In conjunction with the Team Manager, monitor the team’s daily phone availability and agree necessary actions to improve where necessary. To ensure all Lifestyle Managers pages are clear when they are off sick by either extending/updating and reallocating requests as necessary. Identify the need for support and effectively communicate specifics and/or next steps to other Workflow Managers and/or Team Managers and contribute daily to the efficient running of our business through the Daily Workflow Manager Pulse meetings. Continuously support the team and be aware when it’s appropriate to directly manage requests and support the team by taking on urgent requests, managing complaints or assist with individuals homepages. Organize and communicate daily lunch and meeting schedules, which are considerate of team and/or program coverage. Must communicate coverage for lunch breaks, evenings or days off and ensure a handover is communicated with the team and Team Manager. Review job sheets prior to allocation, adding value where available and/or appropriate to ensure the Lifestyle Managers can process the requests with accuracy and efficiency taking into account any specifics such as Alerts on job sheets where necessary. Highlight any training needs, challenging behavior, or outstanding work noticed during the allocation process. Communicate this information to the appropriate Team Manager. Communicate appropriately to Team Managers should the number of requests exceed available resources. Provide homepage management reviews; assist Lifestyle Managers in managing deadlines; and awareness of overall team efficiency. Assist with calls and emails, creating and handling requests. Monitor and maintain rota and action any rota changes to ensure rota rules are maintained. Work in tandem with the EMEA Lead Planner to ensure regular rota reviews. Where staffing gaps are identified work in conjunction with the Team Manager to ensure the necessary business continuity action plans are implemented to mitigate against identified risks. Must communicate coverage for lunch breaks, evenings or days off and ensure a handover is communicated with the team and Team Manager. Should be able to motivate their team and is responsible for maintaining high team morale by being approachable and supportive. Complaints handling and Quality Assurance Ensure that any customer complaints appearing on the homepage are immediately flagged to the appropriate team member. Dealing with member complaints, which may include calling/emailing the member to unsure the best outcome. Flagging any current issues to the Team Manager. Ensuring jobs are done according to QA guidelines. Performing QA checks and Spot checks to all Lifestyle managers at least twice a month. Notifying Lifestyle Managers on the QA results. Performing QA trainings in accordance to the results of QA checks. We are searching for people with the following skills: Knowledge and Skills: Fluency in English and Arabic is required. Excellent written & oral communication is a MUST. Please be prepared to take language test in any language you mention as a skill Extensive knowledge of corporate programs in order to assist and aid by answering any questions a Lifestyle Manager may have in line with company best practices. Knowledge of team/region/program specifics. This includes appropriate deadlines, required job sheet documentation, and member contact guidelines. Understanding of TEN’s SLAs, required response times, standard deadlines, and proper request milestones in order to assist Lifestyle Managers to appropriately document job sheets and respond to member requests. Willingness to help Lifestyle Managers with individual requests, in addition to their overall workload. Fair judgement and ability to follow Quality Assurance requirements and guidelines. Skills necessary to efficiently deal with complaints and prevent their escalation. Upbeat and engaging Calm under pressure Able to build effective relationships across teams and specialisms Benefits you will receive: A competitive salary and performance related bonus Health Insurance after passing the probation period The environment is modern, friendly and vibrant and everybody who joins Ten has the opportunity to develop a rewarding career within an organization, which is widely considered to be one of the best in the business. 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. Only Arabic speaking candidates who are CURRENTLY based in Moscow and have Russian Federation residency will be considered.


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Вакансия неактуальна и сохранена только в информационных целях.




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