[Hiring] Lifestyle Concierge @International SOS

Role Description

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.

Qualifications

• 2+ years customer service experience (travel/tourism, hospitality, retail, hotel/guest services)
• Keen interest in global lifestyle experiences
• Strong communication and problem-solving skills

Requirements

• 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.

Benefits

• Auto assistance during breakdowns or accidents.
• Wellness enquiries related to healthcare concerns.
• Arrangement of airport services (transfers, lounge access, meet & assist).

Required languages

• Excellent oral and written English language skills.
• Proficiency in both spoken and written Portuguese is a must.
• Arabic, French, and Russian language skills will be advantageous.