Lifestyle Concierge

About the role

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 serve to uphold the highest levels of customer service and quality.

Our mission is to deliver exceptional service with each customer interaction and our Concierges are a critical part of this service delivery philosophy. Our Concierges share a commitment to meet this objective by providing consistently superb service, quality, information, and communication whether working our customers, managers, clients, partners, or other team members.

Key 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.
• Seeks to provide the best possible customer experience.

Other Duties

• To abide by and uphold all Aspire Lifestyles policies and procedures.
• To work flexible hours as appropriate to meet the needs of the position.
• To work from other locations across the globe as and when required.
• To carry out any other reasonable duties as requested by the line manager and other management team members.

About you

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. Excellent oral and written English and Mandarin language skills
• Demonstrated problem solving skills
• BA Degree in Discipline – Business administration, Mass communication, and any commerce studies.
• Diploma in Mass Communication, Business Studies, Tourism

Benefits