Lifestyles Concierge

Aspire Lifestyles; Remote; MYR 20,000 - 100,000; Full time

Job summary

A leading concierge service provider in Kuala Lumpur is seeking a dedicated customer service representative to manage client requests through various communication channels. The ideal candidate will demonstrate exceptional service, exhibit strong communication skills, and maintain high standards of professionalism. Experience in the banking, hotel, or travel sectors, as well as familiarity with high net worth customers, is advantageous. Join us to deliver unparalleled service and exceed client expectations.

Qualifications

• Experience supporting international markets.
• Experience in High Net Worth/Mass Affluent customer segment is a plus.
• Ability to work in a fast-paced environment.

Responsibilities

• Independently fulfills high profile program client requests.
• Exercises judgment on escalated customer service issues.
• Establishes relationships with customers and learns their likes.

Skills

High quality customer service

Communication skills

Multi-tasking

Experience in omni channel

Experience in banking/hotel/travel/insurance

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.

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.

Responsibilities

• Independently (and as needed part of a team) fulfills high profile program client requests, Aspire Lifestyles demorequests, and other requests as necessary, from home office via phone, email, chat, and other communicationmediums.
• Exercises judgment and discretion when serving as primary touch point for escalated customer service issuesand 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 processrequired 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
• 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