Location
São Paulo, SP | Brazil
Job description
Summary
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 strong global office network with over one thousand employees.
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 innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?
As Member Success Manager for Brazil, you will be accountable for high-level support being provided to members who either complaint, or a detractor score in our NPS survey .
The Member Success Analyst will facilitate clear communication and ongoing support to the business through owning and coaching on open complaints, ensuring member focused resolutions are being delivered. This will result in an increase in member loyalty through effective complaint resolution and management in Brazil.
Essential duties and Responsibilities
Optimizing performance of LMs and TMs on negative feedback
- Ensure complaint management training is up to date and effective and everyone follows the best practices of flagging and logging feedback (positive & negative).
- Use call listening and coaching techniques to upskill and develop LMs and Team Managers on effective complaint management.
- Act with kindness and empathy, to engender a positive culture around complaint management. We want our team to see member feedback as a gift, and not something to be afraid of
Complaint Management
- Share escalated issues to corporate client via Account Manager) and provide call recordings within one business day when requested.
- Execution of Escalation and Complaint process including the logging of those transactions into a spreadsheet or Tenmaid to be shared with any other corporate client as per client or Ten SLAs
- Serve as the primary contact for escalations/complaints (level 1 & 2), ensuring prompt client communication, and leading complaint resolution efforts.
- Ensure timely resolution within SLAs and appropriate use of refunds and goodwill gestures
- Provide real-time oversight and support for TMs and LMs during complaint resolution (complaints level 3), promptly escalating in cases where a TM or LM struggles to manage a complaint effectively, and, if required, take ownership of the resolution.
- Provide Team Managers with detailed information on escalations to effectively coach Lifestyle managers on addressing the root cause of complaints.
- Manage NPS call-backs and resolution
Client Communication
- Take ownership of client-referred complaints (mainly the ones from the bank), ensuring timely updates to clients or Account Managers.
- Generate and share reports on complaint resolution and mitigation efforts.
- Provide Account Managers with comprehensive information for effective client discussions about complaints.
- Take receipt of complaints from the client, in cases where the member has given feedback to the client, rather than directly to Ten.
- Coach and upskill Account Managers in talking to clients about complaints.
Reporting and Trend Analysis
- Record all L1 and L2 feedback in Ten MAID within 24h of resolution.
- Ensure Account Managers and Ops have all the necessary complaint-related information for client reports, internal reporting, and meetings.
- Document any extraordinary costs agreed to by Ten, outside our complaint policies, are recorded, including the reason why we exceeded our normal policy.
- Ensure the Client Services Team, the CX team & Operations are all continually updated on:
- Complaint volumes as a % of Active Members
- Average cost of goodwill gestures and refunds per complaint
- The reasons for all related trends
- Resolutions of escalations (L1 & L2)
Additional requirements
- Assisting the CX team in completing QA tasks as needed during vacations, time off, audits, or any other business-related circumstances.
- In response to evolving business demands, we will maintain flexibility in adjusting priorities and tasks to accommodate any additional CX initiatives or projects that may contribute to enhancing service quality.
Requirements
- A minimum of a bachelor diploma or equivalent. Further education in a relevant field is a bonus.
- Intermediate English
- Knowledge and expertise in the entertainment / travel industry is a plus.
- Success in managing complaints from Brazilian customers over the phone.
- Experience in a role where success is dependent on ability to coach and/or influence others.
- Experience of being part of a high-functioning management team
- Understanding of Travel programs as this will be heavily involved in investigating travel escalations.
Job tags
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