Lifestyles Concierge

Overall Purpose of the Job:

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

Overview:

Our mission is to deliver exceptional service with each customer interaction and our Concierges are a critical part of this
service delivery philosophy. Our Concierges share a commitment to meet this objective by providing consistently superb
service, quality, information, and communication whether working our customers, managers, clients, partners, or other
team members.

• Specific 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     

Desirable Work Experience

• Experience in omni channel (added advantage)
• Experience in the banking/hotel/travel/insurance industry
• Experience in High Net Worth/ Mass Affluent customer segment (added advantage)
• Experience supporting international market