Hiring for Concierge Travel Specialist in Mumbai, Mumbai Suburbs for Exp. 2 - 7 yrs at International SOS Services (India) Private Limited.

  • Esteemed client of Orion TrueTech Services India
  • Mumbai, Maharashtra, India
  • May 16, 2018
Full time Hospitality, Travel & Tourism Jobs

Job Description

Job Description:JOB DESCRIPTION Job Title:Concierge Travel Specialist Location:Mumbai OVERALL PURPOSE OF THE JOB(Brief description of the primary purpose of this position) 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. OVERVIEW Our mission is to deliver exceptional service with each customer interaction and our Concierges are a critical part of this service delivery philosophy. Our Concierges share a commitment to meet this objective by providing consistently superb service, quality, information, and communication whether working our customers, managers, clients, partners, or other team members. SPECIFIC RESPONSIBILITIES The Aspire Lifestyles Concierge: 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. Other Duties To abide by and uphold all Aspire Lifestyles policies and procedures. To work flexible hours as appropriate to meet the needs of the position. To work from other locations across the globe as and when required. To carry out any other reasonable duties as requested by the line manager and other management team members. JOB PROFILE Required Competencies Customer Service Focus Possesses passion for Customer Service Excellence Able to multi-task Able to communicate in a way that builds trust and credibility with customers. Possesses a strong interest and affinity for Aspire Lifestyles services and products Technology Demonstrates proven computer expertise including but not limited to Microsoft Word, Excel, PowerPoint, Outlook, Google, and other commonly used business software and online tools Travel industry software an advantage Able to understand and apply new technological information, ideas, and concepts quickly and easily CommunicationIs an active listener listens to what customers are saying both directly and indirectly Explains information/concepts clearly and logically, verbally and in writing Is approachable and objective in all communications Problem Solving Insightful and creative in developing appropriate solutions to meet customer needs Able to quickly and easily gather needed facts, information and knowledge to efficiently and effectively solve problems Able to work in a calm, logical and professional manner Able to locate/find relevant information across available resources Drive for ResultsPossesses a strong sense of responsibility Demonstrates a strong commitment to achieving individual and departmental goals Looks for ways to improve processes and procedures where appropriate Is results-oriented, quality-focused, and performance-minded Seeks feedback on performance in the quest for continuous improvement Understands the role the Concierge plays in the business Seeks out ways to minimize costs while maximizing service to the customer Minimizes costs while maximizing service to the customer. Teamwork and CollaborationMaintains a positive attitude toward work and others at all times Focuses on building strong relationships with peers and management and works well within a team environment Required Work Experience and Knowledge (Brief description of technical knowledge or skills needed to perform the job) The Concierge Travel Specialist uses a variety of tools to research and ticket these requests, including GDS, Internet aggregators, direct vendor sites, and bespoke travel tools. The Concierge Travel Specialist is expected to leverage travel knowledge and experience to provide differentiated customer service, secure favorable travel options for our customers, and encourage repeat callers through exceptional service. The Concierge Travel Specialist is expected to have: 2+ years customer service experience in retail travel and/or reward travel industry Strong communication skills Demonstrated problem solving skills Required Qualifications (Brief description of the educational background needed to perform the job) Graduation from any Stream IATA Certified or Diploma in Hotel Management (would be recommended) Travel / Rotation Requirements (Brief description of any travel or rotation requirements) Only if required for learning and development purposes Required Languages (Brief description of the language skills needed to perform the job) Excellent oral and written English language skills