Member Success Manager - Arabic Speaking - Remote

Overview

As Member Success Manager, you will lead on / play a critical role in representing the member in the business and will always champion the best outcome for the member. This will result in member loyalty through effective complaint resolution in the broader EMEA region.

In Short

• Actively and openly receives new complaints raised allocated by Service & Delivery team.
• Ownership and successfully resolved complaints and escalated complaints as per Ten and Corporate Service Level Agreements (SLAs).
• Complete understanding and knowledge of corporate client SLAs and service deliverables.
• Responsible for accurately recording all complaints owned.
• Learns from member complaints to enhance service delivery.
• Proposes enhancements to complaint handling processes.
• Available on phone line and email for urgent complaints.
• Manages corporate complaints raised through Client Services.
• Provides consistent advice and coaching on feedback resolutions.
• Drives a member focused culture through all communication.

Requirements

• Strong communication skills.
• Experience in customer service or complaint resolution.
• Ability to work in a fast-paced environment.
• Understanding of service level agreements.
• Proven problem-solving skills.
• Experience with client services and corporate clients.
• Coaching and training experience.
• Positive, solution-oriented attitude.
• Adaptability to diverse philosophies and cultures.
• Fluency in Arabic is a plus.

Benefits

• Inclusive work environment.
• Opportunities for professional growth.
• Supportive team culture.
• Engagement with diverse clients.
• Contribution to member satisfaction and loyalty.