Lifestyle Concierge

Overall Purpose of the Job

The incumbent is responsible for the capture and fulfilment of requests requiring sensitive handling for ultra-high-net-worth and/or high-profile customers via phone, email, and chat.

The role involves fulfilling requests through a variety of resources including internet research, internal systems, team collaboration, personal expertise, partner networks, and Aspire Lifestyles resources. Responses must be communicated in a prompt, professional, and concise manner while maintaining the highest standards of customer service and quality.

Our mission is to deliver exceptional service with every customer interaction, and Lifestyle Concierges play a critical role in this service philosophy. They are expected to consistently provide elite service, quality support, accurate information, and effective communication while working with customers, managers, clients, partners, and internal teams.

Key Responsibilities

• Independently, and as needed as part of a team, fulfill high-profile client requests, demo requests, and other service requests via phone, email, chat, and other communication channels.
• Exercise sound judgment and discretion when handling escalated customer service issues and vendor communications.
• Ensure a positive customer experience after every interaction.
• Provide accurate, timely, and relevant information regarding customer requests.
• Deliver services within contractual scope and manage customer expectations appropriately, including the ability to say “no” professionally when necessary.
• Build strong customer relationships by understanding individual preferences, requirements, likes, and dislikes.
• Initiate outbound calls in compliance with program needs and requirements.
• Apply high-quality customer service standards while fulfilling requests.
• Leverage partners, internet research, and available resources to meet customer needs effectively.
• Communicate responses clearly, professionally, and concisely.
• Represent client brands in a professional and courteous manner.
• Attend meetings and training sessions to stay updated on client requirements and service expectations.
• Use enterprise systems and other tools to capture customer data, process requests, and maintain records.
• Apply client and organizational policies during all customer interactions.
• Demonstrate strong multitasking abilities and prioritize effectively in a fast-paced environment.

Other Duties

• Adhere to all Aspire Lifestyles policies and procedures.
• Work flexible hours as required to meet business needs.
• Work from other global locations when required.
• Carry out any other reasonable duties as requested by the line manager or management team.

Required Qualifications & Skills

• Bachelor’s degree in any discipline.
• Minimum 5 years of high-end customer service or sales experience in luxury services, travel/tourism, hospitality, airlines, hotel, or guest services.
• Strong geographical knowledge and exposure, with a demonstrable interest in global lifestyle experiences such as shopping, sports, culture, and travel.
• Excellent communication skills with refined listening and conversational abilities.
• Strong customer service orientation with a pleasant personality.
• Well-presented with strong professional etiquette and deportment skills.
• Highly resourceful with excellent problem-solving abilities.