|
A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)
|
|
The Group aims to be a global and leading provider of Concierge & Concierge & Lifestyle services to key target client segments. This position is responsible for delivering professional and expert concierge services to our customers.
|
|
B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)
|
- 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 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.).
Other Duties
- To work within and promote all Aspire’s policies and procedures.
- To carry out any other reasonable duties as requested by the line manager and other senior management members.
- To work at other locations as and when required.
- To work flexible hours as appropriate to the needs of the position
|
|
C. Job Profile
|
|
Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)
|
- Be able to multi tasks and handle several requests at the same time
- Ask for clarifications openly and objectively
- Listen to what customers are saying directly and indirectly
- Takes instructions and effectively apply to own work
- Explain simple information and concepts clearly and logically, verbally and in writing
- Able to locate/find relevant information quickly
- Possesses some knowledge of the costs associated to own functional area/project group
- Able to manage the various relationships across teams through some supervision
- Be able to work independently and perform well with little supervision
- Takes ownership and control over own work and personal goals
|
|
Required Competencies (Critical behaviors necessary to successfully perform the job)
|
- Driven by Customer Service excellence
- Delivers good customer service through a positive attitude and does not allow personal issues to impact work
- Takes personal responsibility for correcting customer service problems promptly
- Seeks and listens to customer 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”
- Show some creative insights in developing business solutions
- Quick and resourceful in understanding facts, information and knowledge to help self to solve own problems
- Able to work in a calm, logical and professional manner at all times
- Shows a sense of responsibility and urgency towards goal attainment
- Is results rather than activity oriented
- Has a reputation of getting things done well and on time
- Able to work around barriers to performance
- Implements ways to control and manage cost through close supervision
- Implements projects through close supervision
- Maintains the focus of the team on their goals, builds a collaborative work ethic
- Clarifies and understand self and others’ roles
- Actively develops own skills, knowledge and an area of personal interest to improve personal performance and adds value to the platform
- Invites feedback from others about personal performance and how to improve further
- Remains committed, even in the face of difficulties
- Looks for and takes opportunities to provide directions to others
|
|
Required Work Experience (Brief description of the job-related experience needed to perform the job)
|
- 2+ years customer service experience in travel/tourism, hospitality, retail, hotel/ guest services.
- Keen interest in worldwide lifestyle (shopping, sports, culture, travel etc).
- Enjoy helping people and solving problems.
|
|
Required Qualifications (Brief description of the educational background needed to perform the job)
|
|
|
|
Required Languages (Brief description of the language skills needed to perform the job)
|
- Excellent written and oral English and Vietnamese Language
|
|
Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
|
- Availability to work on shift patterns to cover 24/7 roster
|
