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The Aspire Lifestyles Concierge:
-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.
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.
Required Competencies
Customer Service
-Possesses passion for Customer Service Excellence
-Able to multi-task
-Able to communicate in a way that builds trust and credibility with customers.
-Possesses a strong interest and affinity for Aspire Lifestyles services and
products
Technology
-Demonstrates proven computer expertise including but not limited to Microsoft
Word, Excel, PowerPoint, Outlook, Google, and other commonly used business software and online tools
-Travel industry software an advantage
-Able to understand and apply new technological information, ideas, and
concepts quickly and easily
Communication
-Is an active listener; listens to what customers are saying both directly and
indirectly
-Explains information/concepts clearly and logically, verbally and in writing
-Is approachable and objective in all communications
Problem Solving
-Insightful and creative in developing appropriate solutions to meet customer
needs
-Able to quickly and easily gather needed facts, information and knowledge to
efficiently and effectively solve problems
-Able to work in a calm, logical and professional manner
-Able to locate/find relevant information across available resources
Drive for Results
-Possesses a strong sense of responsibility
-Demonstrates a strong commitment to achieving individual and departmental
goals
-Looks for ways to improve processes and procedures where appropriate
-Is results-oriented, quality-focused, and performance-minded
-Seeks feedback on performance in the quest for continuous improvement
-Understands the role the Concierge plays in the business
-Seeks out ways to minimize costs while maximizing service to the customer
-Minimizes costs while maximizing service to the customer.
Teamwork and Collaboration
-Maintains a positive attitude toward work and others at all times
-Focuses on building strong relationships with peers and management and
works well within a team environment
REQUIRED QUALIFICATIONS:
• Tetiary Qualifications preferred
TRAVEL REQUIREMENTS:
• Only if required for learning and development purposes
REQUIRED LANGUAGES:
• Excellent oral and written English language skills
• Cantonese a plus
奥思礼礼宾 奥思礼礼宾,国际SOS(www.internationalsos.com)旗下子品牌,是全球首屈一指的B2B高端礼宾及个人援助服务提供商。我们为全球顶尖的企业提供定制化品牌增值解决方案,来帮助他们建立及有效巩固客户关系。访问奥思礼礼宾官方网站www.aspirelifestyles.com ,进一步了解品牌所带来的至臻服务。 奥思礼礼宾在全球20个国家设有25个礼宾运营中心,逾1,500位拥有丰富经验的礼宾顾问和品牌代表所组成的专业团队。 我们的每一位礼宾顾问都是从各个行业精挑细选的专家,并确保他们有非凡的经验、专业水平和热诚服务于本土富裕人群。 我们诚挚期待您的加入,共同打造一流的生活方式管家团队!