Job Description

A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)

The Group aims to be a global and leading provider of Concierge & Customer Care services to key target client segments. This position is responsible for delivering professional and expert concierge services to our customers.

This position is accountable for assuring the 24 hours delivery of the whole range of Concierge & Customer Care Services and will be the first point of contact for the customers, service providers and colleagues from other Concierge Centers.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

• Handles customer requests on behalf of our clients, via phone, email, and/or chat.
• Researches and fulfills requests from customers globally in areas including dining, entertainment, travel, sports & recreation including golf, shopping, and unusual requests.
• Interacts with customers to provide information in response to inquiries and to handle and resolve complaints.
• Establish relationships with customers, learning their likes and dislikes.
• Strives to leave the customer with a positive customer experience feeling after every contact
• Conduct outbound calls to customers introducing Concierge service and other benefits
• Provides accurate and timely information regarding requests.
• Provide services as per contractual scope of services and be able to say “no” positively.
• 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, timely and concise manner;
• Represents clients in a professional, courteous manner;
• Share feedback about destination and service trends with team
• Work with team and resources such as suppliers and accredited providers to provide customer with requested service
• Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers;
• Uses web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information;
• Applies client and Group policies as applicable whenever interacting with customers;
• Protect all customer personal data at all times and escalate when there is an incident
• Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, etc.).

Occupational Health & Safety

• Participate in the development and maintenance of a safe and healthy workplace.
• Undertake all mandatory OH&S training as required.
• Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures.
• Co-operate with management in its fulfilment of its legislative obligations.
• Take reasonable care to ensure their own health and safety and the safety of others.
• To report any injury, hazard or illness as soon as possible to their supervisor.

Other Duties:

• To work within and promote all company policies and procedures.
• To carry out any other reasonable duties as requested by the line manager and other senior management members.
• To work at other locations as and when required.
• To work flexible hours as appropriate to the needs of the position.
• To abide by and perform to the best of his/her abilities all functions, duties and responsibilities.
• To comply with the orders and instructions given from time to time.
• To perform any other administrative or non-administrative duties as assigned from time to time either through direct written order or by verbal assignment.
• Will not disclose any confidential information in respect of the affairs of the company to any unauthorized person

C. Job Profile

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

• Computer knowledge and experience with common office software (such as MS Excel, MS PowerPoint and MS Word) to ensure fast retrieval of critical information and communicate this information to the client in a professional manner.

• Excellent telephone etiquette to ensure that Concierge services projects a professional service oriented image to its members.
• Critical thinking and problem solving.

Required Competencies (Critical behaviors necessary to successfully perform the job)

• Customer Service Focus

• Driven by Customer Service excellence
• Delivers good customer service through a positive attitude and does not allow personal issues to impact work
• Be able to multi tasks and handle several requests at the same time
• Takes personal responsibility for correcting customer service problems promptly
• Seeks and listens to customer and/or client’s feedback and understands and believes that all feedback is good and is used for improvement
• Takes instructions from supervisor to better serve the customer
• Establishes and maintains credibility and trust with customers/internal partners by producing high quality services
• A high interest in and affinity with “Concierge services” and “Lifestyle”
• Has a strong determination to make a difference to people’s lives by putting the interest of clients and members first.

• Communication Skills

• Ask for clarifications openly and objectively
• Listen to what customers are saying directly and indirectly
• Takes instructions and effectively apply to own work
• Explain simple information and concepts clearly and logically, verbally and in writing
• Knowledge and ability to interact with a variety of people in the workplace
• Maintaining a calm demeanor and mental state in dealing with stressful clients/co-workers

• Problem Solving/Critical Thinking

• Show some creative insights in developing business solutions
• Quick and resourceful in understanding facts, information and knowledge to help self to

Solveown problems

• Able to work in a calm, logical and professional manner at all times
• Able to locate/find relevant information quickly
• Ability to identify the root cause/s through effective questioning and applying appropriate

interventions to address them.

• Ability to find new ways and means to solve the problem

• Drive for Results and Multi-tasking

• Shows a sense of responsibility and urgency towards goal attainment
• Is results rather than activity oriented
• Has a reputation of getting things done well and on time
• Able to work around barriers to performance
• Can go extra mile just to give the needs of the clients
• With a proactive attitude that can be summed up as: I care and I can do
• Receiving customer information over the telephone, while inputting/searching for data on the computer
• Ability to prioritize given/assigned task
• Coping with pressure and setbacks

• Business Focus

• Possesses some knowledge of the costs associated to own functional area/project group
• Implements ways to control and manage cost through close supervision
• Implements projects through close supervision
• Understanding the relationship between their jobs and how the business and customers are impacted
• Negotiating effectively to come-up with a win-win result

• Teamwork and Collaboration

• Maintains the focus of the team on their goals, builds a collaborative work ethic
• Clarifies and understand self and others’ roles
• Able to manage the various relationships across teams with or without some supervision
• Be able to work independently and perform well with little supervision
• Ability to share knowledge and expertise to operate as one team

• Developing and Coaching

• Actively develops own skills, knowledge and an area of personal interest to improve personal performance and adds value to the platform
• Invites feedback from others about personal performance and how to improve further

• Adaptability/Flexibility

• The ability to change (and be changed) to fit in the organization
• Ability to adjust easily in the new setting/system of the company
• Ability to use available time and resources to address assigned tasks and customer issues
• Ability to use effective interpersonal skills to resolve conflicts

Required Work Experience (Brief description of the job-related experience needed to perform the job)

• Preferably with customer service experience in luxury travel/tourism, hospitality, retail, hotel/ guest services.
• Keen interest in worldwide lifestyle (shopping, sports, culture, travel etc).
• Enjoy helping people and solving problems.

Required Qualifications (Brief description of the educational background needed to perform the job)

• Must be a graduate of a four year course, preferably in hospitality, travel/tourism

Required Languages (Brief description of the language skills needed to perform the job)

• Excellent written and oral English Language
• Must be at least bilingual in order to be able to assist the member in his/her own language which will ensure better communication, better quality in the delivery of service and meet the contractual obligations between the member and Aspire Lifestyles. Additional language capability is preferred.

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• Leisure travel at least twice (domestic or international) except to his/her hometown in the past 12 months.