Essential job duties and responsibilities
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1 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, wechat, and other communication mediums.
2 Exercises judgment and discretion when serving as primary touch point for escalated customer service issues and vendor communication
3 Strives to leave the customer with a positive customer experience after every contact
4 Provides accurate and timely information regarding requests.
5 Establishes relationships with customers, learning their likes and dislikes.
6 Applies high quality customer service guidelines when fulfilling customer requests.
7 Leverages current partners and utilizes Internet and other resources to fulfill requests.
8 Communicates responses in a clear, professional, and concise manner.
9 Represents clients’ brands in a professional, courteous manner.
10 Uses enterprise solutions and other sources to assist customers, enter pertinent customer data, and process required information.
11 Applies client and Group policies as applicable whenever interacting with customers.
12 To work flexible hours as appropriate to meet the needs of the position.
Qualification
1 Bachelor degree and overseas education preferred
2 5+ years customer service experience in travel/tourism, hospitality, retail, hotel/guest services
3 A keen interest in global lifestyle experiences (shopping, sports, culture, travel, etc.)
4 Excellent oral and written English language skills
5 Customer Service Focus - Possesses passion for Customer Service Excellence, Able to communicate in a way that builds trust and credibility with customers.
6 IT skill - Able to use Microsoft Word, Excel, PowerPoint, Outlook, Google, and other commonly used business software and online tools, Travel industry software an advantage
7 Communication - Able to quickly and easily gather needed facts, information and knowledge to efficiently and effectively solve problems
8 Problem Solving - Insightful and creative in developing appropriate solutions to meet customer needs
9 Drive for Results - Demonstrates a strong commitment to achieving individual and departmental goals; Looks for ways to improve processes and procedures where appropriate
10 Teamwork and Collaboration- Maintains a positive attitude toward work and others at all times.
