Lifestyle Concierge (Contract)

OVERALL PURPOSE OF THE JOB
The Lifestyle Concierge will anticipate and manage the lifestyle needs of high and ultra-high net worth customers and act as their primary interface for any lifestyle and concierge services. Customers will engage via an Omni Channel solution where the Lifestyle Concierge is expected to deliver exceptional customer service and unique solutions of superior quality, whilst developing a trusted and connected relationship with customers. The Lifestyle Concierge will be expected to be resourceful and develop relevant solutions to customers by using propriety and other available resources to fulfill requests.

• Will be expected to build sound knowledge of any customers during interactions, to ensure a personalized interaction and ultimately to stablish a credible rapport
• Strives to leave the customer with a positive customer experience after every contact
• Providing innovative and resourceful solutions and recommendations to all types of requests
• Able to consult and advise customers to assess travel needs and provide accurate and timely information regarding requests.
• Is able to be highly resourceful, solution-oriented show a strong investigative nature
• Is actively seeking for the latest and most updated information relative to lifestyle needs and trends to be able to support the lifestyle needs of affluent customers.
• Provides services as per contractual scope of services and has the creativity to supplement a “no” with credible alternative solutions.
• Initiates outbound calls in compliance with program needs and requirements.
• Has a detailed understanding of client’s brand promise, and uses program benefits and privileges to better fulfill customer requests.
• Exercises judgment and discretion while serving as primary touch point for escalated customer service issues and vendor communication
• Communicates responses in a clear, professional, and concise manner across any channel or medium (Omni Channel).
• As a brand ambassador for our clients, represents clients’ brands in a professional manner that builds their market profile.
• 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.

The Concierge is expected to have

• 2+ years of customer service experience in travel/tourism, hospitality, retail, hotel/guest services. Experience in the Concierge industry is an added advantage.
• Omni channel work experience is preferred – phone, email and chat
• Leisure travel agency experience is preferred
• Firsthand city knowledge of local events and ability to spot trends nationwide
• Experience working directly with international contacts for the fulfillment of reservations
• Proven experience working with affluent customers
• Strong communication and customer service skills