Job Description

Join the Global Concierge Leader as a Lifestyle Manager

Who We Are

Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

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 keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video  This is what we Do!

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

Position summary:  

As Lifestyle Manager , you will use your knowledge and experience in customer service to serve our customers, through various channels, ensuring you the best service, whatever your request: restaurant reservations, quotation and purchase of tickets, quotation and reservation of trips, among others, using our internal data system, research tools and partnerships with suppliers. Working together with the wider team of Lifestyle Managers , you play a vital role in creating an exemplary concierge experience for our guests, with a focus on always exceeding their expectations. 

As a Junior level, your main activity will be to provide the best customer service online, understanding requests and exploring new resolutions, whether by phone, email or chat, always efficient and promptly. You will also participate in team meetings and internal training, as well as provide any kind of support for basic activities to the manager.

  Responsibilities and duties:  

• Respond to requests by phone, email and chat directly from customers on a daily basis, meeting the appropriate response time for each channel, as well as opening orders, traces and resolutions, aiming to achieve the goals and the objectives established with the manager.

• Resolve requests online with customers whenever possible. 

• Contact external suppliers, broker and contract services on behalf of customers.

• Ensure that customers are aware of all the terms and conditions of our suppliers before executing any transaction, making clear to customers the conditions set for each supplier. 

• Provide occasional support in leadership activities when necessary.

• Support simple requests from customers from other Ten Global offices. 

• Participate in internal meetings and training during working hours. The meetings are part of the routine of a Lifestyle Manager , such as One-to-one ( feedback ), valuation(quarterly) and other meetings related to Ten projects and programs.

• Self-development. In addition to the e-learning training tool available at Ten, our own Lifestyle Managers must work in self-development. Have leadership to develop in any way, such as courses, graduate studies, languages, diplomas, travel or even work vacations. 

• Access the Ten  Learning training and development tool during working hours to learn or update knowledge.

• Fully explore and understand each client's requests and use your concierge knowledge to propose options that effectively and appropriately match the initial request and deliver the best customer experience. 

Behavioral Expectations  

As  a Lifestyle Manager , we expect the behaviors associated with our values: to perform their tasks always with a focus on the customer, demonstrating reliability in the information and services provided, in addition to providing the best possible service, through personalized customer service, provided in our various channels. This means approaching work every day with a positive attitude, focused onthe solution and efficient results. It is also expected that a  Junior Lifestyle Manager has or develops the following skills: leadership, critical sense, commitment, agility, good posture, respect for colleagues, customers, suppliers, teamwork, flexibility, empathy and professionalism, always looking for better results.

Requirements

Educational/Experience  

• Attending undergraduate or complete high school. 

• Basic English ( A1) to intermediate (B1), both written and spoken.

• Experience in customer service or audience 

• Work a 6-day shift with 1 day off, consecutively. 

• Comprehensive knowledge of the Microsoft office suite. 

• Desirable experience abroad (Exchange)

• Desirable experience of at least 1 year in travel agency, concierge, hospitality and tourism 

Knowledge, skills and behaviors:   

• Passion for high-quality, personalized customer service 

• Work with indicators of sales results, efficiency, quality, and other indicators previously established with the manager.

• Communicate with customers in a confident, safe and excellent way.

• Initiative and creativity to ensure that the needs of our members are met and overcome regularly

• Proactivity and empathy, with the focus on assertively identifying the customer's profile

• Enjoy performing activities similar to those we offer in our service

• Knowledge in the area of entertainment and travel.

Benefits

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