Membership Concierge Representative

What is your mission

We are looking for a Membership Concierge Representative to provide exceptional support through phone, chat, email, voicemail, and other communication channels while handling customer inquiries, order processing, billing-related concerns, and escalations. This role focuses on delivering outstanding customer service, achieving first-call resolution, supporting sales opportunities, and ensuring a positive customer experience across multiple accounts.

You will provide the best service to our partner brands by performing these tasks:

• Handle customer inquiries and support requests through phone, click-to-chat, email, voicemail, and other communication channels
• Manage and resolve escalated customer concerns in a timely and professional manner
• Provide accurate information regarding products, services, billing concerns, and existing customer orders
• Process customer orders received through phone, email, voicemail, and other authorised channels
• Strive to achieve first-call resolution and ensure a positive customer experience
• Investigate customer concerns and determine appropriate solutions based on customer needs
• Support sales initiatives by recommending related products, services, or promotional offers when appropriate
• Handle customer interactions with empathy, professionalism, and a strong focus on customer satisfaction
• Maintain effective communication with internal departments to ensure issue resolution and service continuity
• Work across multiple systems and applications while managing voice, chat, and administrative tasks simultaneously
• Consistently meet or exceed sales targets, service level objectives, and performance expectations
• Maintain exceptional attendance, punctuality, and adherence to company standards
• Adapt to changing business requirements and support departmental growth initiatives
• Share best practices and contribute to a collaborative team environment
• Complete additional projects and duties as assigned
  
  

Requirements

Who are we looking for

• Bachelor's degree in any field
• Minimum 2 years of customer service experience in a contact centre, customer support, or service-oriented environment
• Experience in both sales and customer service environments is preferred
• Experience handling customer escalations, billing concerns, and account-related inquiries is preferred
• Knowledge of billing and invoice processing
• Advanced proficiency in Microsoft Excel, including Pivot Tables, Conditional Formatting, Charts, and Data Tables
• Experience using click-to-chat platforms, phone systems, email applications, and Microsoft Office tools
• Strong and professional written, verbal, and telephone communication skills with fluent English proficiency
• Excellent organisational skills, time management abilities, and attention to detail
• Ability to multitask across calls, chats, emails, and multiple software applications simultaneously
• Strong problem-solving abilities with a customer-focused mindset
• Ability to handle sensitive, emotional, or challenging customer situations with professionalism and empathy
• Flexible and willing to work on weekends, holidays, and changing schedules when business needs require
  
  

Benefits

Why you'll love it here

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts
• Access to an onsite gym with a complimentary professional fitness instructor
• Weekly fitness activities and an annual fitness challenge with prizes of up to 70,000
• Weekly employee engagement activities with prizes of up to 3,000
• Free upskilling academy to support career growth and professional development
• State-of-the-art office facilities and modern workstations
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms
• Fun, collaborative, and employee-focused work environment