Lifestyles Concierge

Aspire Lifestyles; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A customer service company in Dubai seeks a Concierge to manage and fulfill client requests through various communication channels. Ideal candidates should have over 2 years in customer service, strong problem-solving abilities, and fluency in both English and Arabic. Responsibilities include providing high-quality customer service, establishing client relationships, and resolving escalated issues professionally. This role requires a passion for excellence and the ability to thrive in a fast-paced environment.

Qualifications

• 2+ years of customer service experience in travel/tourism, hospitality, retail, or hotel services.
• Demonstrated problem-solving skills.
• Excellent oral and written communication in English and Arabic.

Responsibilities

• Fulfill high profile program client requests via phone, email, and chat.
• Exercise judgment as primary touch point for escalated customer service issues.
• Establish relationships with customers to learn their preferences.

Skills

Customer Service Excellence

Multi-tasking

Communication skills

Job description

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.

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.

Other Duties

• To abide by and uphold all Aspire Lifestyles/ International SOS policies and procedures.
• To work flexible hours as appropriate to meet the needs of the position.
• Ad-hoc administrative support to General Manager of Singapore.
• To carry out any other reasonable duties as requested by the line manager and other management team members.

REQUIRED COMPETENCIES

Customer Service Focus

• Possesses passion for Customer Service Excellence
• Able to multi-task
• Able to communicate in a way that builds trust and credibility with customers.
• Possesses a strong interest and affinity for Aspire Lifestyles services and products

REQUIRED WORK EXPERIENCE / KNOWLEDGE

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.

• 2+ years customer service experience in travel/tourism, hospitality, retail, hotel/guest services
• Demonstrated problem solving skills
• Excellent oral and written English language skills
• Excellent oral and written Arabic language skills