About this role
<p>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.</p> <p>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.</p> <p>Key Responsibilities : </p> <table style="width:1308.0px" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:50.65pt"> <td style="width:1305.84px" valign="top"> <ul> <li>Handles customer requests on behalf of our clients, via phone, email, and/or chat.</li> <li>Researches and fulfills requests from customers globally in areas including dining, entertainment, travel, sports & recreation including golf, shopping, and unusual requests.</li> <li>Interacts with customers to provide information in response to inquiries and to handle and resolve complaints.</li> <li>Establish relationships with customers, learning their likes and dislikes.</li> <li>Strives to leave the customer with a positive customer experience feeling after every contact</li> <li>Conduct outbound calls to customers introducing Concierge service and other benefits</li> <li>Provides accurate and timely information regarding requests.</li> <li>Provide services as per contractual scope of services and be able to say “no” positively.</li> <li>Applies high quality customer service guidelines when fulfilling customer requests.</li> <li>Leverages current partners and utilizes Internet and other resources to fulfill requests;</li> <li>Communicates responses in a clear, professional, timely and concise manner;</li> <li>Represents clients in a professional, courteous manner;</li> <li>Share feedback about destination and service trends with team</li> <li>Work with team and resources such as suppliers and accredited providers to provide customer with requested service</li> <li>Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers;</li> <li>Uses web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information;</li> <li>Applies client and Group policies as applicable whenever interacting with customers;</li> <li>Protect all customer personal data at all times and escalate when there is an incident</li> <li>Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, etc.).</li> </ul> <p> </p> <p><strong> </strong></p> <p><strong>Occupational Health & Safety</strong></p> <p> </p> <ul> <li>Participate in the development and maintenance of a safe and healthy workplace.</li> <li>Undertake all mandatory OH&S training as required.</li> <li>Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures.</li> <li>Co-operate with management in its fulfilment of its legislative obligations.</li> <li>Take reasonable care to ensure their own health and safety and the safety of others.</li> <li>To report any injury, hazard or illness as soon as possible to their supervisor.</li> </ul> <p> </p> <p><strong>Other Duties:</strong></p> <ul> <li>To work within and promote all company policies and procedures.</li> <li>To carry out any other reasonable duties as requested by the line manager and other senior management members.</li> <li>To work at other locations as and when required.</li> <li>To work flexible hours as appropriate to the needs of the position.</li> <li>To abide by and perform to the best of his/her abilities all functions, duties and responsibilities.</li> <li>To comply with the orders and instructions given from time to time.</li> <li>To perform any other administrative or non-administrative duties as assigned from time to time either through direct written order or by verbal assignment.</li> <li>Will not disclose any confidential information in respect of the affairs of the company to any unauthorized person</li> </ul> </td> </tr> </tbody> </table> <p> </p>