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Membership Executive

Job Title: Membership Executive
Contract Type: Permanent
Location: Singapore
Industry:
Reference: JOB_000406[822]
Contact Name: Cindy Chua
Contact Email: cindy@acihr.com
Job Published: February 01, 2018 09:46

Job Description

The Company

Our client takes the guesswork out of dining, a vacation, and package it where members not only tap on the
resources of their membership team that have been specially trained to make recommendations in these areas to simplify your life but also enjoy extra privileges and personalised service that make up all the difference. Thus
saving you time and resources.

They go beyond Travel services to provide a holistic experience. Their members only portal when you sign up allows you to access your entire privileges which is not just limited to travel but also the world of wine &
dine, wellness and shopping.

The Role

Key Responsibilities:

MEMBER RELATIONS

  • Membership servicing and providing top notch service in local and regional leisure related lifestyle requests including but not limited to the following areas:

      -F&B

      -Travel

      -Entertainment e.g. Concerts and Events

      -Health & Wellness

  • Ensure that member requests are attended timely with a friendly approach by phone, e-mail
  • Modify, change and/or cancel existing requests
  • Make outbound calls to partners for special requests arrangements
  • Ensure accurate documentation of communication
  • Good understanding of member profiles and product knowledge to make recommendations while communicating relevant news and event updates to interested members
  • Provide regular update of member profile in CRM
  • Effectively manage all feedback and complaints by logging/acknowledging all complaints within 24 hours and Handle complaint escalations effectively and per established protocol - Track trends and review processes resulting from feedback and update Reporting Manager accordingly
  • Work independently while being part of a motivated team
  • Understand compliance rules and guidelines and ensure maintaining compliance to the guidelines
  • Provide administration support such as archiving of documents, invoice verification
  • Process benefit redemptions and marketing support such as proactive calls, servicing of marketing campaigns

REPORTING & OPERATIONAL

  • Ensure timely and accurate delivery of reporting from data in CRM
  • Support Reporting Manager in the development of reports for corporate presentations
  • Recommend changes to maximize improvements in operational efficiency
  • Day to day operational duties
  • Conduct training for internal stakeholders or Membership Team when necessary

Qualifications:

  • At least 2-3 year in a customer service role, preferably in a lifestyle or retail sector
  • Travel, Hospitality and Lifestyle industry knowledge preferred
  • ‘N’ Level and above
  • Excellent written and spoken English communication skills
  • Experienced in using Microsoft Office Standard tools (e.g. Excel, Word, Outlook)
  • Open for the digital era – affluent in computer and internet skills
  • Highly customer centric and able to display empathy to members
  • Independent and customer friendly
  • Display initiative in problem solving
  • Willingness to learn
  • Adaptable and able to multi-task
  • A sense of responsibility towards completion of tasks