About the role

The incumbent is responsible for 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 serves to uphold the highest levels of customer service and quality.

Key responsibilities

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.

Required Work Experience & Knowledge

The Concierge is expected to have

2+ years customer service experience (travel/tourism, hospitality, retail, hotel/guest services)
Keen interest in global lifestyle experiences
Strong communication and problem-solving skills

Specialist Areas

Auto assistance during breakdowns or accidents
Wellness enquiries related to healthcare concerns
Arrangement of airport services (transfers, lounge access, meet & assist)

Required languages

•Excellent oral and written English language skills

•Proficiency in both spoken and written Portuguese is a must

•Arabic, French, and Russian language skills will be advantageous