Membership Executive, Quality assurance specialist
Who are we?
At Privilee, we are a proud team of a multi-award-winning lifestyle membership that grants our members access to the finest network of hotel, fitness and beach club partners across the UAE and Qatar. We are seeking an enthusiastic, positive, go-getter Membership Executive with quality assurance experience to join our dynamic team. If you are passionate about delivering exceptional customer service and want to contribute to delivering the best experiences, standards and member satisfaction in line with our mission of excellence, , this is the perfect opportunity for you to thrive and make a significant impact.
The Role
As a Membership Executive and QA Specialist at Privilee, you will be instrumental in refining and elevating our membership experience through exceptional customer service. Your primary responsibility will be directly assisting members and providing outstanding customer service. This entails addressing immediate concerns and inquiries with efficiency and care, ensuring that each member receives the support they need promptly.
As the first point of contact for members, your ability to help with professionalism and empathy will be crucial for the member experience.You will also help ensure we take our quality assurance to new heights. Your efforts will contribute significantly to creating a seamless and enjoyable experience for all members, reinforcing their decision to be part of the Privilee community.
Responsibilities
- Member Support: provide professional and empathetic support to members facing challenges, including the prompt resolution of issues, in order to ensure member satisfaction and loyalty.
- Lead conversion: Turn leads into members by inspiring them and guiding them, providing clear information, addressing any questions or concerns, and ensuring a smooth and positive buying experience.
- Complaint management: Handle complaints from members and partners professionally by listening, acknowledging, gathering information, offering solutions, taking prompt action, and following up to ensure satisfaction.
- Service Improvement: ensure quality assurance across the teams communication skills, verbally and especially writing skills. Proactively identifying opportunities and implementing solutions in order to improve service standards.
- Team Support: guide and support team members to adhere to the highest standards of service excellence, leading by example and demonstrating best practices in customer service.
Characteristics
- Ownership: proactive approach to work, taking responsibility for tasks and outcomes and demonstrating initiative and accountability in all aspects of the job.
- Problem-solving: strong analytical skills to identify issues, develop effective solutions, and implement them efficiently, showing creativity and resourcefulness.
- Adaptability: ability to adapt to changing priorities and manage multiple tasks in a fast-paced environment.
- Thoroughness: a strong orientation to detail and organizational skills, ensuring high rigor in team processes, accurate documentation of records, and precise teamwork.
- Communication: ability to communicate effectively with members and colleagues, both verbally and in writing.
- People-oriented: ability to work well with people, showing understanding and support both to members and colleagues.
Requirements
- 5 years+ of customer service experience
- Excellent verbal and written communication skills in English
- Weekend work will be included (Sunday and Monday off each week)
Our Culture
By joining Privilee, you will be part of a passionate, dedicated and dynamic team; who are determined to create the ultimate lifestyle offering. Collaboration and the sharing of ideas is supported and empowered, contributing to our positive company culture. We care about people and want to support their personal and career growth. We consider success as being motivated and eager to come to work every day. With an inspiring office environment located in JLT, Privilee is the ultimate place to work. We offer amazing perks, from a competitive salary, comprehensive insurance, flexibility, an in-house chef who provides complimentary breakfast and lunch, plus a Privilee membership so you can experience the product first-hand.
