Job Summary
Dream Hotels & Resorts lives by its 8 core values. Our team is dedicated to being reliable and accountable, fostering empathy to understand others' feelings and collaboratively find solutions, and prioritizing sustainability in environmental, financial, and social aspects. Rooted in humanity, trust, dynamism, excellence, and joy, we celebrate diversity, prioritize integrity, embrace creativity, pursue quality, and foster a joyful work environment to connect people with our surroundings and each other. These play a part in our day-to-day decision making & operational requirements.
Job Overview:
The Member Services Co-Lead is responsible for supporting the Member Services Leads in overseeing the daily operations of the Member Services Call Centre and FreshDesk Omni Channel platform. The role focuses on ensuring exceptional member service delivery, operational efficiency, effective query resolution, and continuous improvement within the department.
The incumbent will play a key role in managing escalated member interactions, supporting team performance, maintaining service standards, and contributing to a positive and solutions-driven customer experience aligned with the values and service standards of Dream Hotels & Resorts.
Key Responsibilities:
1. Operational Management
- Take full accountability and responsibility for the day-to-day operations of the Call Centre and FreshDesk Omni Channel platform.
- Ensure all member interactions are handled professionally, efficiently, and within agreed service levels.
- Monitor workflow and assist in managing daily operational requirements to ensure seamless service delivery.
- Support the Member Services Leads in maintaining operational excellence and achieving departmental objectives.
- Ensure adherence to company policies, procedures, and service standards.
2. Member Service & Query Resolution
- Handle and resolve escalated member queries, complaints, and disputes in a professional and timely manner.
- Investigate complex member issues and provide practical and effective resolutions.
- Maintain a high level of customer satisfaction through proactive communication and service recovery.
- Assist team members with difficult or high-priority member interactions when required.
- Ensure accurate record keeping and follow-up on all escalated cases.
3. Leadership & Team Support
- Provide guidance, support, and mentorship to the Member Services team.
- Assist with driving a positive, collaborative, and high-performance team culture.
- Support onboarding and ongoing coaching of team members to improve service delivery and operational efficiency.
- Lead by example through professionalism, accountability, and strong work ethic.
- Assist with performance monitoring and identifying development opportunities within the team.
4. Reporting & Administration
- Assist the Member Services Leads with weekly and monthly departmental reporting.
- Compile and analyse operational data to identify trends, service gaps, and areas for improvement.
- Maintain accurate records and ensure all reporting deadlines are met.
- Monitor service levels, productivity, and member satisfaction metrics.
5. Continuous Improvement
- Identify operational challenges and inefficiencies within the department.
- Recommend innovative, practical, and cost-effective solutions for discussion and implementation.
- Contribute to process improvement initiatives aimed at enhancing member experience and operational effectiveness.
- Assist in implementing new systems, processes, and service enhancements where required
QUALIFICATIONS AND EXPERIENCE
- Grade 12 / Matric Certificate
- Relevant tertiary qualification in Customer Service, Hospitality, Business Administration, or related field will be advantageous.
- Previous experience in a Call Centre and Omni Channel Co-Lead or supervisory role.
- Experience within the hospitality, vacation ownership, or customer service environment will be advantageous.
- Proven experience handling escalated customer complaints and dispute resolution.
- Experience working with CRM and Omni Channel platforms, specifically FreshDesk, will be advantageous.
SKILLS & KNOWLEDGE
Technical Skills
- Strong Microsoft Excel and general computer literacy skills.
- Ability to compile and interpret operational reports and service metrics.
- Understanding of call centre operations, customer service standards, and Omni Channel environments.
Interpersonal & Leadership Skills
- Excellent verbal and written communication skills.
- Strong telephone etiquette and professional communication abilities.
- Strong leadership and team management capabilities.
- Ability to motivate and support team members in a fast-paced environment.
- Strong conflict management and dispute resolution skills.
Personal Attributes
- Self-motivated, proactive, and solutions driven.
- Assertive and confident in handling difficult situations.
- Innovative with strong practical problem-solving abilities.
- Strong attention to detail and accuracy.
- Patient, resilient, and able to work effectively under pressure.
- Professional, dependable, and service oriented.
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