Sr. Lifestyle Concierge

JOB DESCRIPTION

Job Title

Location

Legal Entity

Reports Functionally To

Reports Administratively To

Works Closely with

Direct Reports

Aspire Lifestyles (www.aspirelifestyles.com) is part of International SOS, a leading travel, medical and security assistance company. We have clients like HDFC, AMEX, BMW, Club Jolie, ICICI Bank, AU Small Finance Bank, VISA, Standard Chartered Bank, HSBC, Tata Motors EV, YES Bank,Bandhan Bank, Club Mahindra etc.

The incumbent is responsible for managing and fulfilling customer requests for standard as well as veryhigh 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 levelsof customer service and quality.

Our mission is to deliver exceptional service with each customer interaction and our Concierges are acritical 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.

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 serviceissues and vendor communication
• Strives to leave the customer with a positivecustomer experience after every contact
• Provides accurateand timely information regarding requests.
• Provides servicesas per contractual scope of services and is able to say no positively.
• Establishes relationships with customers, learningtheir likes and dislikes.
• Initiates outboundcalls in compliance with programneeds and requirements.
• Applies high quality customerservice guidelines when fulfilling customerrequests.
• Leverages currentpartners and utilizesInternet and other resources to fulfill requests.
• Communicates responsesin a clear, professional, and concisemanner.
• Represents clientsbrands in a professional, courteousmanner.
• Attends meetings and trainingsas required to obtain new and pertinentinformation about clientsand how to assistcustomers.
• Uses enterprise solutions and other sourcesto assist customers,enter pertinent customerdata, and process required information.
• Applies clientand Group policiesas applicable wheneverinteracting with customers.
• Is able to multi-task and prioritize in a fast-paced environment.

Other Duties

• To abide by and uphold all Aspire Lifestyles policies and procedures.
• To work flexible hours as appropriate to meet the needs of the position.
• To work from otherlocations across the globe as and when required.
• Tocarry out any other reasonable duties as requested by the line manager and other management team members.

JOB PROFILE

Required Competencies

Customer Service Focus

Possesses passion for Customer Service Excellence Able to multi-task

Able to communicate in a way that buildstrust and credibility with customers.

Possesses a strong interest and affinity for Aspire Lifestyles services and products

Technology

Demonstrates proven computer expertise including but not limited to Microsoft Word, Excel, PowerPoint, Outlook, Google, and other commonly usedbusiness software and online tools

Travel industry software an advantage

Able to understand and apply new technological information, ideas, and concepts quickly and easily

Communication

Is an active listener; listens to what customers are saying both directly and indirectly

Explains information/concepts clearlyand logically, verbally and in writing

Is approachable and objective in all communications

Problem Solving

Insightful and creative in developing appropriate solutions to meetcustomer needs

Able to quickly and easily gatherneeded facts, information and knowledge to efficiently and effectively solve problems

Able to work in a calm, logical and professional manner

Able to locate/find relevant information acrossavailable resources

Drive for Results

Possesses a strongsense of responsibility

Demonstrates a strong commitment to achieving individual and departmental goals

Looks forways to improveprocesses and procedures where appropriate

Is results-oriented, quality-focused, and performance-minded

Seeks feedback on performance in the questfor continuous improvement

Understands the role theConcierge plays in the business

Seeks out ways to minimize costswhile maximizing service to the customer

Minimizes costs whilemaximizing service to the customer

Teamwork and Collaboration

Maintains a positive attitude toward work and othersat all timesFocuses on building strong relationships with peers and management and works wellwithin a team environment

Required Work Experience and Knowledge

Lifestyle and Concierge

Requests are researched and fulfilled through a variety of resources (Internet, team member or personal experience, partners, Aspire Lifestyles resources, etc.), and communicated to the customer in a prompt, professional, and concise manner. Requests may come from a variety of lifestyle areas, including dining,entertainment, travel, sports & recreation including golf, shopping, and unusual requests. The Concierge will leverage industry knowledge and previous Concierge experience to independently recommend and provide services.

The Concierge is expected to have:

• 3+ years customerservice experience in travel/tourism, hospitality, retail, hotel/guest services
• A keen interestin global lifestyle experiences (shopping, sports,culture, travel, etc.)
• Strong communication skills
• Demonstrated problem solvingskills

Required Qualifications

• Graduation in any Stream

Travel / Rotation Requirements

• Only if requiredfor learning and development purposes

Required Languages

• Excellent oral and written English languageskills
• And local language(Hindi / Marathi)

This job description outlines the typesof responsibilities the incumbent is required to perform.

The incumbent may be required to perform job related tasks other than those specifically presented in this job description. This job description is subject to regular review.