Overall Purpose of the Job:
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.
- Specific 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
Desirable Work 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