Aspire Philippines will focus on building a solid foundation for sustainable growth by cultivating, retaining, and winning new clients. We aim to address our clients evolving needs and drive business transformation to support their growth. Our growth will likely stem from strengthening strategic relationships with financial institutions, payment networks, insurers, and new high-end consumer verticals. Aspire Lifestyles is seeking a commercially strong and focused leader to drive this transition and overall business growth.
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.
Responsibilities -
- 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.).
Qualifications - Must be a graduate of a four year course, preferably in hospitality, travel/tourism
Required Skills
- 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.
Preferred Skills
- 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.
