Overall Purpose of the Job

The incumbent is responsible for the capture and fulfilment of requests, requiring sensitive handling, for ultra-high net worth and/or high-profile customers via phone, email, and/or chat. He/She will fulfill requests 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. These individuals serve to uphold the highest levels of customer service and quality.

Our mission is to deliver exceptional service with each customer interaction and our Lifestyle Concierges are a critical part of this service delivery philosophy. They share a commitment to meet this objectively, providing consistent elite service, quality, information, and communication whether working with our customers, managers, clients, partners, or other team members.

The Aspire Lifestyles Lifestyle Concierge

Independently (and as needed part of a team) fulfills high profile program client requests, Aspire Lifestyles demo requests, and other requests as necessary, 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.

Other Duties

To abide by and uphold all Aspire Lifestyles policies and procedures.
To work flexible hours as appropriate to meet the needs of the position.
To work from other locations across the globe as and when required.
To carry out any other reasonable duties as requested by the line manager and other management team members.

The Lifestyle Concierge Is Expected To Have

Minimum 5 years of high-end 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 lifestyle experiences (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