Aspire Lifestyles is a leading global provider of Concierge and Loyalty services, catering to clients in banking, payments, insurance, luxury retail, automobile, and luxury property sectors. As a pioneer in the Concierge industry, we focus on delivering exceptional services, including employee concierge, wellness programs, and digital offerings. Our commitment to innovation, excellence, and social responsibility ensures we create memorable experiences and provide outstanding service for our clients. For more information, visit www.aspirelifestyles.com.
Position Summary
Managing and fulfilling customer requests for standard as well as very high profile Aspire Lifestyles Clients via phone, email, and/or chat. He/She will fulfill the request through a variety of resources (Internet, team member or personal experience, partners, Aspire Lifestyles resources, etc.), and communicate responses in a prompt, professional, and concise manner. This individual serve to uphold the highest levels of customer service and quality.
Key Responsibilities
- 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.
- Seeks to provide the best possible customer experience.
Required Competencies & Work Experience
The Concierge is expected to have:
- 2+ years customer service experience in travel/tourism, hospitality, retail, hotel/guest services
- A keen interest in global lifestyle experiences (shopping, sports, culture, travel, etc.)
- Strong communication skills
- Demonstrated problem solving skills
Qualification Requirement:
- BA Degree in Discipline Business administration, Mass communication, and any commerce studies.
- Diploma in Mass Communication, Business Studies, Tourism
Required Languages:
- Excellent oral and written English and Mandarin language skills to effectively communicate with our diverse client base and stakeholders.
Travel / Rotation Requirements:
- Only if required for learning and development purposes
- Able to work on rotating shift hours
We take care of our employees:
- Highly engaged and empowered work culture
- Continuous learning & development with excellent MNC and global exposure
- Attractive Remuneration Package: Group Medical and Insurance Benefits, Lifestyles Flexi Benefits, Performance Bonus, etc.
- Festive celebration and birthday token
- Office location is accessible via public transport
