Lifestyles Concierge

Aspire Services Sdn Bhd; Kuala Lumpur; Remote; MYR 36.000 - 48.000; Vollzeit

Zusammenfassung

Aspire Services Sdn Bhd is seeking a Concierge to manage and fulfill customer requests for Aspire Lifestyles clients via phone, email, and chat from a home office setup in Malaysia. You will leverage internet resources, team input, and partners to respond promptly and professionally, upholding the highest levels of customer service and quality.

Responsibilities include handling escalations, establishing client relationships, and delivering accurate information while adhering to contractual scope

Qualifikationen

• 2+ years customer service experience in travel/tourism, hospitality, retail, hotel/guest services.
• Demonstrated problem solving skills.
• BA Degree in Discipline – Business administration, Mass communication, and any commerce studies.
• Diploma in Mass Communication, Business Studies, Tourism

Aufgaben

• Fulfills high-profile program client requests via phone, email, and chat.
• Handles escalations as primary touchpoint with good judgment.
• Strives to leave customers with a positive experience after every contact.
• Provides accurate, timely information and adheres to contractual service scope.
• Maintains professional, courteous communication representing clients’ brands.
• Attends trainings to stay updated on clients and services.
• Uses enterprise tools to enter data and process requests.
• Seeks to provide the best possible customer experience.

Kenntnisse

Customer service

Communication

Problem solving

Multitasking

Travel knowledge

Ausbildung

BA in Business Administration / Mass Communication / Commerce

Diploma in Mass Communication / Business Studies / Tourism

Jobbeschreibung

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

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

BA Degree in Discipline – Business administration, Mass communication, and any commerce studies.

Diploma in Mass Communication, Business Studies, Tourism