Lifestyles Concierge

Overall Purpose of the Job

The incumbent is responsible for managing and fulfilling customer requests for standard as well as very high profile Aspire Lifestyles Clients via phone email and/or chat. He/She will fulfill the request through a variety of resources (Internet team member or personal experience partners Aspire Lifestyles resources etc.) and communicate responses in a prompt professional and concise manner. This individual serves to uphold the highest levels of customer service and quality.

SPECIFIC RESPONSIBILITIES

• Independently (and as needed part of a team) fulfills high profile program client requests Aspire Lifestyles demo requests and other requests as necessary from home office via phone email chat and other communication mediums.
• Exercises judgment and discretion when serving as primary touch point for escalated customer service issues and vendor communication
• Strives to leave the customer with a positive customer experience after every contact
• Provides accurate and timely information regarding requests.
• Provides services as per contractual scope of services and is able to say no positively.
• Establishes relationships with customers learning their likes and dislikes.
• Initiates outbound calls in compliance with program needs and requirements.
• Applies high quality customer service guidelines when fulfilling customer requests.
• Leverages current partners and utilizes Internet and other resources to fulfill requests.
• Communicates responses in a clear professional and concise manner.
• Represents clients brands in a professional courteous manner.
• Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers.
• Uses enterprise solutions and other sources to assist customers enter pertinent customer data and process required information.
• Applies client and Group policies as applicable whenever interacting with customers.
• Is able to multitask and prioritize in a fastpaced environment.

Other Duties

• To abide by and uphold all Aspire Lifestyles/ International SOS policies and procedures.
• To work flexible hours as appropriate to meet the needs of the position.
• Adhoc administrative support to General Manager of Singapore.
• To carry out any other reasonable duties as requested by the line manager and other management team members.

REQUIRED COMPETENCIES

Customer Service Focus:

Possesses passion for Customer Service Excellence

Able to multitask

Able to communicate in a way that builds trust and credibility with customers.

Possesses a strong interest and affinity for Aspire Lifestyles services and products

REQUIRED WORK EXPERIENCE / KNOWLEDGE

Requests are researched and fulfilled through a variety of resources (Internet team member or personal experience partners Aspire Lifestyles resources etc.) and communicated to the customer in a prompt professional and concise manner.Requests may come from a variety of lifestyle areas including dining entertainment travel sports & recreation including golf shopping and unusual requests. The Concierge will leverage industry knowledge and previous Concierge experience to independently recommend and provide services.

The Concierge is expected to have:

• 2 years customer service experience in travel/tourism hospitality retail hotel/guest services
• A keen interest in global lifestyle experiences (shopping sports culture travel etc.)
• Strong communication skills
• Demonstrated problem solving skills
• Excellent oral and written English language skills
• Excellent oral and written Arabic language skills
• French language skills will be a bonus

Remote Work :

No