Ask Q Lifestyle Manager
- Quintessentially Lifestyle Azerbaijan
-
Elanın qoyulma tarixi: 20.09.2014Vakansiyaya müraciət tarixi bitmişdir.
İşin təsviri
Job Title: Ask Q Lifestyle Manager
Division: Quintessentially Lifestyle Azerbaijan
Job Summary:
Our private clients (‘Members’) are based around the globe, and place a variety of lifestyle & leisure-related requests for assistance with our Member Assistance team. They can do this via telephone or email [email protected], which will be received, acknowledged, researched & actioned by a team of Member Assistants (Ask Q Advisors) in a timely manner.
The Ask Q Advisor is also responsible for handling all ‘international requests’ dedicated and elite requests in the local office (in the absence of a local dedicated / International Request handler) - incoming requests & enquiries from our 60+ other offices worldwide.
Main duties & responsibilities to include but not limited to:
• Researching and arranging of:
o travel bookings.
o restaurant bookings.
o club bookings.
o health &beauty requests.
o gift ideas.
o sports, theatre & concert tickets, and much more.
• Intensive & extensive phone and email-based correspondence.
• Reactively handling all incoming lifestyle & leisure-related requests & enquiries from Members in accordance with the company standard ‘Golden Rules of Member Assistance’ –
Request Management:
o Adhering to Company standard phone greeting – with appropriate member address & consistent levels of courtesy.
o Selecting appropriate form of member communication – based on effectiveness, swift resolution, & Members’ preference.
o Keeping member updated regularly, set deadlines for updates & meet them or provide new update deadline in advance of current one expiring.
o Providing realistic & on-the-spot assessment of timeframe in which to complete request & manage expectations accordingly.
o Taking ownership of request – attempt to complete in 1 shift.
o Logging each and every action in Q Force our CRM database – aim for your colleagues to be able to take over from you in your absence.
o Following up with member post-request & obtain feedback – and communicating to relevant parties (Line Manager, Bus Dev, Supplier directly).
o Keeping file in Q Force CRM database up to date and complete mandatory fields, prior to closing accurately as per type & conclusion of request.
o Updating member information in Member Record in Q Force– if relevant to on-going service (passport, ID card #, mileage cards, preferred guest program #’s).
o Liaising with Head of ASK q to ensure all Q Force-related housekeeping, resulting from management reports, is updated & corrected according to instruction within the agreed upon deadline.
Request Fulfillment
o Providing quality suggestions – in keeping with Q-standard & after cross referencing to check accuracy of information.
o Asking intelligent, category-related questions – become familiarised with ‘category criteria’ so it becomes 2nd nature (what questions to ask when receive certain request types to ensure in line with Members’ needs).
o Obtaining member’s criteria at first contact – avoiding time delays due to missing data.
o Taking initiative & Going the Extra Mile – anticipate additional services & requirements depending on request type (hotels, airport transfers, spas, early/late check in, restaurant reservations).
o Sending clear final email confirmations – to include all details of booking (contact person, booking reference, cancellation policy).
o To cross sell and help promote the whole groups services.
Participate in:
o Monthly Site visits of top 3-5 category suppliers/venues to enable first-hand recommendations.
o Regular Business Development induction session- to discuss & review local supplier relations, expectations & nuances.
o Weekly meetings with Head of Member Assistance to review issues, concerns, best practice.
Knowledge sought:
• Work background in any of the following sectors/areas: Personal Assistant, Customer Service, Guest Relations, Lifestyle and or Account Management, luxury travel & leisure.
• Understanding of handling of executives, senior executives & VIP’s.
• In-depth understanding of requirements involved in the lifestyle management of affluent, high-net worthers.
• Global contact address book spanning all major industries (PR, Media, Finance, Hospitality & Travel Tourism, local suppliers).
• Good knowledge of worldwide travel destinations & luxury products/services, given that our Members are based around the globe & request info regarding predominantly travel, leisure & services worldwide.
• Possess a minimum of 1-2 years Customer Service knowledge.
Requirements:
• Excellent written & oral communication - fluent Azerbaijani, Russian and English a MUST.
• Passionate about customer service & delivering service excellence.
• Excellent client empathy.
• ‘Can-do’ attitude – ready to get involved at all times.
• Fast learner – adapting to new processes in rapid change climate.
• Creative problem solving & top notch organizational skills with attention to detail.
• Confident, with the ability to prioritise, delegate and meet deadlines working under pressure.
• Proactive & reactive simultaneously - know the client base and anticipate their needs, show initiative.
• Ability to remain calm & courteous under pressure, and effective conflict management.
• Outstanding project management skills – effectively manage requests from initiation to completion.
• Self-starter & own manager – work autonomously.
• Strong IT & CRM systems skills (Q Force, Microsoft Office etc).
• Good team player – displays compassion towards fellow colleagues.
• Excellent interpersonal skills – outstanding telephone manner.
• Mature approach, dedicated and committed with a strong drive, independent.
• Reliability - excellent time keeping is crucial to this role.
• Polished appearance.
• Experienced in dealing with confidential information using discretion and sensitivity at all times.
Salary: Starting from 700 AZN
Please send your CVs to: [email protected]
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