Lifestyles Concierge

Aspire Lifestyles

Gurugram, India

Overall Purpose of the Job

The incumbent is responsible for capturing and fulfilling requests requiring sensitive handling via phone, email, and chat. The role involves fulfilling requests using research, collaboration, partner networks, and internal systems. Responses must be communicated in a prompt, professional, and concise manner while maintaining high service standards.

Key Responsibilities

Independently, and as needed as part of a team, fulfill client requests via phone, email, chat, and other communication channels.
Exercise judgment and discretion when handling escalated service issues and vendor communication.
Ensure a positive customer experience after every interaction.
Provide accurate and timely information regarding requests.
Deliver services within contractual scope and manage expectations appropriately.
Build relationships by understanding customer preferences and requirements.
Initiate outbound calls in line with program requirements.
Apply service standards when fulfilling requests.
Leverage partners and available resources to fulfill customer needs.
Communicate responses clearly and professionally.
Represent client brands in a professional manner.
Attend meetings and training sessions to stay updated on client requirements.
Use enterprise systems to capture data and process information.
Apply client and organizational policies when interacting with customers.
Demonstrate ability to multitask and prioritize in a fast paced environment.

Other Duties

Abide by all Aspire Lifestyles policies and procedures.
Work flexible hours as required.
Carry out other reasonable duties as requested by management.

The Lifestyle Concierge Is Expected To Have

Minimum 5 years of customer service or sales experience in luxury, travel/tourism, hospitality, airline, hotel/guest services
Geographical knowledge and exposure, with a keen and demonstratable interest in global concierge delivery (shopping, sports, culture, travel, etc.)
Strong and natural communicator with refined listening and conversational skills
Service oriented, with a pleasant personality
Well presented with proper deportment skills
Exemplifies resourcefulness and problem-solving skills