The Role…
This is an exciting time to be joining the Soho Support Team (SST), with new house openings in the UK, Europe and NA. As such, the Coordinator will report into the Soho Support Manager for Membership, and will be responsible for delivering a first class service in Japanese & English to our members throughout the UK and Europe. Whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience.
Main Duties…
- To be an enthusiastic first point of contact for Soho House member queries via telephone and email. Responding to these queries in Japanese & English (where appropriate) in a timely manner and adhering to the departments SLA’s.
- Offering a pro-active service to our diverse membership in Japanese & English via telephone & email when payment is overdue or support is needed
- Use our Salesforce database to create, look up and update records for current and potential members.
- Set up new member and member renewal payments via credit card, Sepa and the occasional bank transfer payment, enuring all transactions are handled accurately and as per company/legal guidelines
- You will be part of a team responsible for the general administration of our UK houses (and future house openings)
- Joint responsibility for amending and freezing memberships, ensuring compliance with the appropriate Terms & Conditions.
- Supporting other departments with information requests
- Plus any ad-hoc projects given by the Head of Support / Soho Support Manager.
What We Are Looking For...
- At least one year of customer facing experience, preferably in a membership environment.
- An enthusiasm for providing first class customer service is a must.
- Experience of working with Salesforce.
- Experience of communicating in a friendly but professional manner in fluent Japanese & English to a diverse audience.
- Experience of working in a fast-paced team environment
- Fluency in both Japanese & English is required.
- Will have a passion for customer service and enjoy elevating the customers' experience through knowledge, empathy and attention to detail.
- You will have a professional telephone manner and strong written correspondence skills.
- IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail.
- Highly motivated, adaptable and able to demonstrate a willingness to learn & progress.
Benefits…
Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.
- Soho Friends Membership - House Membership After 1 Years Service.
- 50% off Food & Drink, 7 days a week
- Staff Room Rate; Any Bedroom, Any House, $100 a night
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Birthday Day Off
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy
- Season Ticket Loan
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Free Counselling Sessions
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
- Continuous training to develop yourself personally and professionally
- Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
