About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About the role</b></H2> </div><div><p>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.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key responsibilities</b></H2> </div><div><p>The Aspire Lifestyles Concierge:<br>•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.<br>•Exercises judgment and discretion when serving as primary touch point for escalated customer service issues and vendor communication<br>•Strives to leave the customer with a positive customer experience after every contact<br>•Provides accurate and timely information regarding requests.<br>•Provides services as per contractual scope of services and is able to say “no” positively.<br>•Establishes relationships with customers, learning their likes and dislikes.<br>•Initiates outbound calls in compliance with program needs and requirements.<br>•Applies high quality customer service guidelines when fulfilling customer requests.<br>•Leverages current partners and utilizes Internet and other resources to fulfill requests.<br>•Communicates responses in a clear, professional, and concise manner.<br>•Represents clients’ brands in a professional, courteous manner.<br>•Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers.<br>•Uses enterprise solutions and other sources to assist customers, enter pertinent customer data, and process required information.<br>•Applies client and Group policies as applicable whenever interacting with customers.<br>•Is able to multi-task and prioritize in a fast-paced environment.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Required Work Experience & Knowledge</b></H2> </div><div><p>The Concierge is expected to have:</p> <ul> <li>2+ years customer service experience (travel/tourism, hospitality, retail, hotel/guest services)</li> <li>Keen interest in global lifestyle experiences</li> <li>Strong communication and problem-solving skills</li> </ul> <p>Specialist Areas:</p> <ul> <li>Auto assistance during breakdowns or accidents</li> <li>Wellness enquiries related to healthcare concerns</li> <li>Arrangement of airport services (transfers, lounge access, meet & assist)</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Required languages</b></H2> </div><div><p>•Excellent oral and written English language skills<br>•Proficiency in both spoken and written Portuguese is a must<br>•Arabic, French, and Russian language skills will be advantageous</p></div></div></div>