Concierge Manager

Quantum Global is a fast-growing events company in Australia

We are looking for an ambitious and hard-working Concierge Manager who will be responsible for managing the Concierge department effectively and optimally.

Key Responsibilities:

• Overseeing and managing all incoming customer concern emails [inquiries, complaints, disputes and refunds] and ensuring the tickets are opened and closed within the 48-hour period
• Works closely with all Concierge staff and provides the necessary client information to assist the clients' concerns
• QCAT and Disputes ensuring the documentation required [Forms of FairTrade and QCAT]
• Ensure any communication with students is immediately updated in ActiveCampaign
• Add/change tags of Students asking to change their date and location.
• Ensures team inbox is attended to and tagged.
• Check Trello for tasks to do today and set the Daily Task List
• Check Trello for any Past Due tasks on Trello and action
• Check the SMS inbox folder and connect with the student if needed.
• Respond to FB and IG accounts-related concerns with the help of Social Media team notice.
• Manage the Concierge team
• Ensure department optimisation and reporting
• Weekly team meetings focusing on achievements and KPI’s 
• Monthly one-on-one meetings to support members in achieving goals and KPI’s 
• Weekly managers meeting 
• Quarterly managers planning day - reviewing goals and KPI’s vs. progression

 Qualifications Required:

• Proven experience in customer support and events
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills
• Proficiency in Google Suite
• Excellent customer service skills