Dec 14, 2017

Senior Officer - Lifestyle Job Opportunity - Meraas Holding

  • Meraas
  • Dubai - United Arab Emirates
Full time Admin, Secretarial and PA Jobs Apparel, Fashion and Textile Jobs Customer Service and Call Center Jobs Tourism, Travel and Hospitality Jobs

Job Description

Job Title:   Senior Officer - Lifestyle

Company Name: Meraas Holding

Location: Dubai, United Arab Emirates (UAE)


Job Summary: The Senior Officer - Lifestyle, your role will be responsible for providing supervision of all Lifestyle concierge services to concierge clients by providing oversight and leadership in the taking and responding to all lifestyle requests (as defined) received in person, by telephone, by email or via any other digital channel.


Key Duties and Responsibilities:

  • Handling any tasks delegated by the Concierge Manager or Head of Operations
  • Resolving, managing and reporting any queries or unresolved issues that cannot be completed within the agreed Service Level Agreements according to Operational Procedures.
  • Answering and responding to concierge requests received directly face to face, by telephone, by email or as assigned by any other online workflow channel within the BU SLA’s as needed
  • Troubleshooting and assisting where necessary on incoming and ongoing requests
  • Assisting in building strong personal relationships alongside the Lifestyle Assistants with concierge VIP clients in a professional manner to facilitate proactivity and personalization with trust
  • Meeting clients under direction of Head of Operations to facilitate Concierge support according to BU guidelines
  • Ensuring team performance according to agreed productivity, quality standards and established Key Performance Indicators KPIs (e.g. response times, call answer times and request volumes).
  • Following the Concierge training quality standards and guidelines to ensure consistent customer experience.
  • Ensuring the appropriate appearance at all times
  • Providing feedback and ideas to support process change to the Head of Operations, Concierge Manager and Training Manager
  • Participating fully in the team activities, taking part in regular team meetings and hand over sessions, giving feedback and ideas to colleagues and to the Head of Operations and Concierge Manager
  • Ensuring staff development and attendance to refresher training and modules as required identifying staff needs
  • Actively growing own and team knowledge pertaining to Dubai, International Cities, luxury goods and brands, and all lifestyle content to better service concierge requests
  • Reporting, managing and overseeing complaints as per complaint handling procedure
  • Reporting, managing and overseeing assigned BU KPI’s and SLA’s
  • Being responsible for all communications between Lifestyle team and Concierge operations and support


Qualifications, Skills and Experience: 

  • The ideal candidate should preferably come from a Lifestyle or Concierge background. A University degree is a must and is fluent in English on a native level
  • Four years of relevant work experience in customer service, concierge, hospitality or as an Executive Assistant. Candidates with extensive local knowledge of Dubai/UAE and International awareness are highly desirable.

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