Welcome Desk agent

Job Purpose:

To ensure excellent service is rendered to all individuals doing business with the Company, both telephonically and face to face – and ensure long term relationships are secured with internal and external customers- creating the ultimate customer experience.

Minimum Qualifications / Experience:

  • Matric
  • At least 3 years working experience in a front line position

Required Skills:

  • PC Literacy: Microsoft Office (Word / Excel)
  • Strong numerical background
  • Fully bilingual – able to professionally, effectively and credibly communicate to members both verbally and in writing – in English and Afrikaans
  • Excellent interpersonal skills (Customer Care Driven)
  • Strong leadership skills
  • Ability to work under pressure
  • Display a friendly and professional image
  • Excellent planning and organising skills
  • Self-motivator with high energy levels
  • Possess high work ethics
  • Presentable and well groomed
  • Able to work shifts – and have reliable transport

Required Behavioural Competencies:

  • Superior communication skills
  • Ability to build customer loyalty and trust
  • Enhancing customer focus by building collaborative relationships
  • Ability to effectively handle conflict
  • Display emotional intelligence
  • Ability to build positive working relations
  • Maintain high work standards
  • Effective decision making
  • Adaptability
  • Innovation
  • Loyalty and trustworthiness
  • Conflict handling (pro-active and re-active).
  • Multi-tasking and high work ethics – attention to detail.
  • Self-management and a fast learner

The successful candidate will be responsible for the following duties below for the facility.

Key Performance Areas:

Ensure excellent front line service

  • Ensure that excellent service is rendered to members at all times
  • Creating a warm, welcoming, “whow” experience for (internal and external Customers) each walk-in member who attends the Welcome desk
  • Provide personal attention, advice and guidance to members in an attempt to create an immediate resolution to any complaint / enquiry
  • Provide feedback to the Customer Care Manager with regard to requirements and difficulties experienced – and ensure these are resolved promptly and permanently
  • Operate with integrity and display a high degree of diversity sensitivity
  • Effectively handle all incoming calls in a friendly and professional manner
  • Effectively and accurately perform general front line duties:
  • Acknowledge any deliveries made to Range
  • Booking of lessons with the professionals
  • Effectively handle all lost property items
  • Effectively manage the reception area
  • Financial Management – effective and accurate POS transactions

Ensure effective management of client relationships and reward programme:

  • Ensure an in-depth knowledge and understanding of all products, systems and processes of VGV’s operation – to ensure service excellence
  • Ensure effective access control of members to the premises
  • Collaboratively build long term partnerships with members and respective parties
  • Effectively monitor the use of reward programmes by members – and take necessary action to ensure member involvement in such programmes
  • Responsible for the acknowledgement and effective resolution (and where necessary distribution) of all written / e-mail queries / complaints
  • Timeously and effectively respond to all queries / complaints, ie:
  • Respond to telephonic queries / complaints within 24 hours
  • Respond to written queries / complaints within 3 days of receipt
  • Record all queries / complaints to ensure pro-active problem solving
  • Making customers and their needs a primary focus
  • Earn respect by interacting with clients in a way that instills confidence in both parties
  • Taking responsibility for customer satisfaction – by taking the HEAT

Administration:

  • Accurate completion of all membership administration documents and communication of each request
  • Ensure timeous and accurate issuing of membership cards to members
  • Timeous distribution of relevant member correspondence / documentation ‘packs’
  • Perform specific tasks with regard to:
  • Reward programmes
  • Product changes
  • Promotions / specials
  • Interaction programmes
  • Perform ad-hoc administrative tasks on request, ie:
  • Typing
  • Co-ordination of statistics

Financial Control:

(a) Ensure accurate and effective handling of all monies within the CRM Division

(b) Ensure accurate reconciliation of till float and change box

(c) Ensure ongoing awareness of security with regard to all monetary aspects

Communication:

  • Ensure effective communication with all parties concerned
  • Operate with honesty and integrity at all times
  • Ensure effective building of positive working relationships
  • Actively involved in teamwork

Decision Making and Attitude:

  • Ensure prompt and effective decisions are made in routine tasks
  • On an ongoing basis ensure a positive attitude at all times

Job Types: Full-time, Permanent

Pay: R3,500.00 – R4,000.00 per month

Experience:

  • Front Desk: 1 year (Preferred)

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