2nd-Level CCD Assistant

This appointment sits within the assistant team supporting Golden Tree’s CCD operation in Vienna. You report to an assigned 2nd-Level CCD Assistant, who works in support of a CCD Agent.

The structure is deliberately organised around small teams. Each CCD Agent is supported by three assistants, with each assistant supported by a further team of three to five. This position forms part of that supporting team and carries direct responsibility for the cases assigned to it.

The work centres on incoming written enquiries and the actions required to resolve them. You establish what the guest is requesting, review the available information and determine what can be handled within your authority. Matters requiring a different level of responsibility are prepared for escalation.

Your supervising assistant must be able to rely on the accuracy of your records, the clarity of your correspondence and your understanding of what remains outstanding. The appointment requires independent handling of authorised work alongside disciplined cooperation with the wider CCD structure.

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You provide first written contact for incoming cases allocated to your team. Each enquiry must be read carefully, placed in context and recorded with the information needed for further action. Where details are missing or contradictory, you clarify them before proceeding.

Within your delegated authority, you handle the request directly. This includes obtaining information, coordinating the necessary arrangements, communicating with the relevant operational team and providing the guest with an accurate response. Commitments concerning availability, timing, cost or an exception to an established arrangement must be supported by the appropriate confirmation.

You maintain responsibility for following the case through its authorised stages. An enquiry awaiting a colleague’s response, a guest’s decision or supervisory approval must remain visible, with its status and next action clearly recorded.

When a case exceeds your authority, you prepare a concise escalation identifying the request, relevant facts, actions already taken and the decision required. Escalation follows the designated route, including referral to the 1st-Level CCD Agent or another senior department where appropriate.

Written communication must be composed, precise and suited to the circumstances. Internal explanations must give colleagues enough information to act without reconstructing the case from the beginning. Guest correspondence must accurately reflect the position and the next step.

At handover, outstanding cases must have a clear status, an identifiable next action and sufficient context for the incoming colleague to continue the work.

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The role involves a substantial volume of written work and requires sustained concentration. Candidates must be able to move between cases while retaining accuracy, distinguish an urgent matter from a routine request and recognise when further information or approval is needed.

Particular attention is required when handling names, dates, amounts, instructions and commitments made on a guest’s behalf. Correspondence and operational records must be checked before they are relied upon. Errors must be reported promptly and corrected through the appropriate channel.

The appointment requires confident use of digital correspondence, case records and internal communication systems. You must be comfortable working under supervision while independently completing the matters entrusted to you. Discretion applies to guest information, internal discussions and the arrangements being coordinated.

The standard appointment comprises 40 working hours per week. A reduction of up to 20 per cent may be agreed, allowing arrangements between 32 and 40 hours per week, with remuneration adjusted proportionately. Additional hours are possible under the applicable employment arrangements.

The operation uses an extended shift rota. Working periods, breaks, rest periods and handovers must be scheduled within the applicable employment rules.

For the first three months, the full-time base salary is €2,720 gross per month, paid in twelve monthly instalments on an annual basis. Any mandatory special payments under the applicable collective agreement remain additional entitlements. Remuneration applicable after the initial three months is to be specified in the offer.

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The public job classification is BOE/I5-7. It identifies a back-office appointment open to external and internal applicants. “E/I” denotes these two entry routes, “5” identifies the category level and “7” is the internal progression indicator associated with advancement into higher appointments or other parts of Golden Tree.

After 24 months, an employee may be considered for promotion to Assistant to the CCD Agent, with remuneration of €3,680 gross per month upon appointment. This is a progression opportunity, subject to the required performance and suitability assessment.

Consideration for other upward progression may arise earlier where capability and the relevant internal requirements support it. The 24-month route does not exclude other advancement opportunities within the organisation.

After three years of service, Golden Tree funds professional education towards concierge certification. This provides a route towards possible appointment within Concierge or as a CoCO Agent, subject to qualification and the requirements of the receiving function.

Eligibility for appointment through this progression route to Golden Tree in Miami or Seoul requires at least seven years of service and achievement of the internally specified performance score. Meeting those conditions establishes eligibility for consideration.

Internal movement follows the entry conditions of the receiving job category. Reassignment from this position into the SEC category GE3-4 is not available under this route, as that category is designated for external entry.

Development discussions should establish which route is relevant to the employee, the responsibilities involved and the requirements still to be met.

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