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 multi-task and prioritize in a fast-paced 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.
- Ad-hoc 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 multi-task
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