Lifestyle Concierge

International SOS; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

International SOS is seeking a customer service professional to manage requests via phone, email, and chat. You will fulfill needs using internet resources, team input, and client guidelines, while upholding superior service standards.

The role requires 2+ years in customer service within travel/hospitality, with strong communication and problem solving skills. A BA or Diploma in related fields is preferred, and experience with global lifestyles is a plus.

Qualifications

• 2+ years customer service experience in travel, hospitality, retail or hotel/guest services.
• Demonstrated problem solving skills and strong communication abilities.
• Interest in global lifestyle experiences such as shopping, sports and travel.
• Bachelor or diploma in relevant business/communication fields.

Responsibilities

• Fulfill customer requests via phone, email, or chat, leveraging various resources.
• Serve as primary touch point for escalated issues with professional communication.
• Provide accurate information and uphold high levels of customer service quality.
• Establish relationships with customers and learn their preferences.
• Attend meetings/trainings to stay updated on clients and services.
• Enter pertinent data and use enterprise tools to process requests.

Skills

Customer service experience

Strong communication skills

Problem solving skills

Education

BA Degree in Business Administration / Mass Communication / Commerce

Diploma in Mass Communication / Business Studies / Tourism

Job description

About The Role

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 serve to uphold the highest levels of customer service and quality.

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 serve to uphold the highest levels of customer service and quality.

Key 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.

About You

• 2+ years customer service experience in travel/tourism, hospitality, retail, hotel/guest services
• A keen interest in global lifestyle experiences (shopping, sports, culture, travel, etc.)
• Strong communication skills
• Demonstrated problem solving skills
• BA Degree in Discipline – Business administration, Mass communication, and any commerce studies.
• Diploma in Mass Communication, Business Studies, Tourism