Lifestyle Concierge

Lifestyles Concierge
Location: Sector 48, Gurugram, India
Shift: 24×7 Rotational
Work Model: Hybrid

Overall Purpose of the Job

The Lifestyle Concierge is responsible for handling and fulfilling client requests across phone, email and chat channels. The role focuses on delivering a high-quality customer experience by researching solutions, coordinating with partners, and using internal systems to meet client needs.  It requires strong communication, problem-solving, and multitasking skills, along with the ability to manage expectations, handle sensitive or escalated situations, and maintain professionalism while representing client brands.

Key Responsibilities

• Independently, and as needed as part of a team, fulfill client requests via phone, email, chat, and other communication channels.
• Exercise judgment and discretion when handling escalated service issues and vendor communication.
• Ensure a positive customer experience after every interaction.
• Provide accurate and timely information regarding requests.
• Deliver services within contractual scope and manage expectations appropriately.
• Build relationships by understanding customer preferences and requirements.
• Initiate outbound calls in line with program requirements.
• Apply service standards when fulfilling requests.
• Leverage partners and available resources to fulfill customer needs.
• Communicate responses clearly and professionally.
• Represent client brands in a professional manner.
• Attend meetings and training sessions to stay updated on client requirements.
• Use enterprise systems to capture data and process information.
• Apply client and organizational policies when interacting with customers.
• Demonstrate ability to multitask and prioritize in a fast paced environment.

Other Duties

• Abide by all Aspire Lifestyles policies and procedures.
• Work flexible hours as required.
• Carry out other reasonable duties as requested by management.

The Lifestyle Concierge is expected to have:

• Minimum 3+ years of customer service or sales experience in luxury, travel/tourism, hospitality, airline, hotel/guest services
• Geographical knowledge and exposure, with a keen and demonstratable interest in global concierge delivery (shopping, sports, culture, travel, etc.)
• Strong and natural communicator with refined listening and conversational skills
• Service oriented, with a pleasant personality
• Well presented with proper deportment skills
• Exemplifies resourcefulness and problem-solving skills