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)

• University graduate

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