Member Services Specialist - Trilingual (English, Cantonese & Mandarin Speaking)
Ten Group · Hong Kong
🌟We are looking for a professional, motivated and committed Member Services Specialist in the area of Luxury Lifestyle Management.🌟
You will use your knowledge, contact and know-how to deal with interesting and often complex requests. As a language specialist, you will be based in Hong Kong, and primarily be dealing in the following areas: Travel, Retails, and Entertainment including restaurants and ticket knowledge in the APAC market. You will use your expertise to help our members get the most from their lives, whilst growing knowledge within your team and across the company as a whole. You will use your research and communication skills to provide personalized solution to our members request within specified time frames.
What You’ll Do
As part of our Hong Kong team, you’ll be at the heart of creating exceptional experiences for our members, turning everyday requests into personalised solutions and finding the answer even when the request is anything but straightforward.
- Create exceptional experiences by handling a diverse range of lifestyle, travel, dining, retail and entertainment requests for our members.
- Think creatively and commercially to research, source and recommend personalised solutions that reflect each member’s individual tastes, preferences and expectations.
- Go beyond the obvious by using your local knowledge, creativity, relationships and network to solve complex or challenging requests.
- Build meaningful relationships with members and suppliers, communicating confidently and professionally in English, Mandarin and Cantonese.
- Become a local expert by continually building your knowledge of Hong Kong and beyond from the best restaurants and hotels to exclusive events, experiences, retailers and hidden gems.
- Tap into our global network, collaborating with colleagues across APAC and Ten’s international teams to deliver solutions that go beyond your immediate market.
- Share your knowledge and connections with the wider team, helping colleagues discover new suppliers, experiences and ways to delight our members.
- Juggle multiple requests with ease, staying organised, responsive and detail-focused while maintaining the high level of service Ten is known for.
- Be there when our members need us, helping to ensure a seamless and consistent service experience throughout the later part of the day and into the evening.
- Make every interaction count, whether you’re arranging a last-minute restaurant booking, sourcing a hard-to-find experience or helping a member plan something truly memorable.
Why Join Ten?
At Ten, you’re not simply responding to requests - you’re helping create memorable experiences for our members and becoming part of a truly global community of lifestyle experts.
- No 2 days are the same - From finding a hard-to-get restaurant reservation to planning an unforgettable trip or sourcing a unique experience, you’ll work on a fascinating mix of requests every day.
- Be part of a global team - Work alongside talented colleagues across Hong Kong, APAC and Ten’s international offices, sharing ideas, knowledge and connections across borders.
- Become a lifestyle expert - Build an impressive depth of knowledge across travel, dining, entertainment, retail, experiences and destinations, while constantly discovering something new.
- Make a difference every day - Your recommendations and attention to detail can turn a simple request into something genuinely memorable, helping our members make the most of their time and lifestyle.
- Build a rewarding career - Develop into a highly capable Member Services Specialist with the opportunity to take on additional operational responsibilities, contribute to projects and grow into future leadership opportunities.
- Tap into a world of knowledge - Learn from experienced ember Services Specialists and specialists across Ten’s global network, gaining access to insights, expertise and connections that extend far beyond Hong Kong.
- Bring your personality and creativity - We value people who are curious, resourceful and naturally enjoy finding solutions. Your local knowledge, ideas and personal touch can make a real difference to the member experience.
Requirements
What We’re Looking For
We’re looking for someone who genuinely enjoys helping people, loves discovering solutions and takes pride in delivering a service that feels personal, thoughtful and exceptional.
You’ll be naturally curious, resourceful and comfortable thinking on your feet. Whether you’re helping a member discover somewhere new, solving a last-minute request or finding a solution when the obvious options aren’t available, you’ll enjoy the challenge of making things happen.
The ideal candidate will have:
- Native-level Mandarin and Cantonese, together with fluent spoken and written English. Please be prepared to take language test in the languages you mention as a skill.
- Exceptional communication and interpersonal skills, with the ability to build rapport and communicate confidently, warmly and professionally with both members and suppliers.
- A genuine passion for customer service, with a natural desire to help and go the extra mile.
- Creative problem-solving skills and a resourceful approach to finding solutions, even when faced with complex or unusual requests.
- Initiative and independence, with the confidence to take ownership and make things happen without needing constant direction.
- Strong research skills, with the ability to quickly find, assess and connect the right information to meet a member’s needs.
- Excellent digital and internet skills, with confidence navigating different platforms, tools and sources of information.
- The ability to multitask, balancing multiple member requests while maintaining accuracy and a high standard of service.
- Strong organisation and prioritisation skills, with the ability to manage deadlines and changing priorities in a busy environment.
- Exceptional attention to detail, following requests through from start to finish and taking genuine ownership of the member experience.
- Adaptability and resilience, remaining calm, positive and effective in a fast-paced environment where priorities can change quickly.
- Self-motivation, energy and drive, with a willingness to learn and continuously develop your knowledge.
- A collaborative mindset, enjoying working as part of a diverse, multicultural team and sharing knowledge and ideas with colleagues.
- Previous travel industry experience is advantageous, but not essential - we’re equally interested in people with strong backgrounds in luxury hospitality, customer service, retail, lifestyle, events or other service-led environments.
Shift Patterns
- This is a full-time position of 40 hours per week, working across a combination of day and evening shifts.
- Our service operates from 7:00 AM to 11:00 PM, with shifts scheduled within these hours according to operational requirements.
- The role operates 7 days a week, Monday to Sunday, including Public Holidays, as part of our continuous service to members.
- We’re looking for people who are comfortable working flexibly within this schedule and who understand that exceptional service sometimes means being there when our members need us most.
Guidelines for Hybrid/Home Office option:
- Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
- A secure home office at your confirmed address, free from background noise or other distractions
- Internet service must meet minimum requirements and minimum speed check must be complete
Benefits
Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way to support development.
All our employees also enjoy a range of benefits:
- A competitive salary will be offered depending on experience plus performance related bonus
- Offer flexible work arrangements including Hybrid work possibilities
- Annual Leave of 20 days per annum and an additional 3 extra days of annual leave in third year.
- One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
- Lucrative Ten Loyalty Rewards program
- Remote Working Holidays - Travel and Work for up to 4 weeks per year!
- Access to lots of great travel and entertainment discounts as our clients members would!
- Be part of a our global, dynamic and inclusive Team, with diversity at its core.
- Possibility of growth within a dynamic and international company
Who Are We
Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. We partner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange ('TENG'). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.
Ten’s strategy focuses on four key areas: deliver a world-class member experience, invest in technology, expand contracts with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.
At Ten, you’ll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.
Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/
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.
“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”