The Group aims to be a global and leading provider of Concierge & Customer Care services to key target client segments. This position is responsible for delivering professional and expert concierge services to our customers.
This position is accountable for assuring the 24 hours delivery of the whole range of Concierge & Customer Care Services and will be the first point of contact for the customers, service providers and colleagues from other Concierge Centers.
Key Responsibilities :
Handles customer requests on behalf of our clients, via phone, email, and/or chat.
Researches and fulfills requests from customers globally in areas including dining, entertainment, travel, sports & recreation including golf, shopping, and unusual requests.
Interacts with customers to provide information in response to inquiries and to handle and resolve complaints.
Establish relationships with customers, learning their likes and dislikes.
Strives to leave the customer with a positive customer experience feeling after every contact
Conduct outbound calls to customers introducing Concierge service and other benefits
Provides accurate and timely information regarding requests.
Provide services as per contractual scope of services and be able to say “no” positively.
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, timely and concise manner;
Represents clients in a professional, courteous manner;
Share feedback about destination and service trends with team
Work with team and resources such as suppliers and accredited providers to provide customer with requested service
Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers;
Uses web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information;
Applies client and Group policies as applicable whenever interacting with customers;
Protect all customer personal data at all times and escalate when there is an incident
Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, etc.).
Occupational Health & Safety
Participate in the development and maintenance of a safe and healthy workplace.
Undertake all mandatory OH&S training as required.
Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures.
Co-operate with management in its fulfilment of its legislative obligations.
Take reasonable care to ensure their own health and safety and the safety of others.
To report any injury, hazard or illness as soon as possible to their supervisor.
Other Duties:
To work within and promote all company policies and procedures.
To carry out any other reasonable duties as requested by the line manager and other senior management members.
To work at other locations as and when required.
To work flexible hours as appropriate to the needs of the position.
To abide by and perform to the best of his/her abilities all functions, duties and responsibilities.
To comply with the orders and instructions given from time to time.
To perform any other administrative or non-administrative duties as assigned from time to time either through direct written order or by verbal assignment.
Will not disclose any confidential information in respect of the affairs of the company to any unauthorized person