Lifestyle Concierge

• Overall Purpose Of The Job (Brief description of the primary purpose of this position)
  
  

The Lifestyle Concierge is the primary point of contact for our clients high and ultra-high net worth customers, anticipating their lifestyle needs and delivering trusted, high-quality service across an omnichannel platform (phone, email, chat). The role draws on proprietary and open-source resources to build creative, resourceful solutions that establish a lasting rapport with customers.

• Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)
• Serve as the primary lifestyle and concierge point of contact for assigned customers, building rapport through personalized, informed interactions.
• Anticipate customer needs and deliver end-to-end solutions across travel, dining, entertainment and other lifestyle requests within the contractual scope of services.
• Consult and advice on travel arrangements, providing accurate and timely information; where a request cannot be fulfilled as requested, offer credible alternatives rather than a flat refusal.
• Represent our clients as a brand ambassador, applying each client's brand promise, benefits and privileges to enhance the customer experience.
• Own escalated customer service issues and vendor communications through to resolution, exercising sound judgement and discretion.
• Initiate outbound calls in line with program requirements.
• Communicate clearly and professionally across all channels; document customer interactions accurately in enterprise systems.
• Stay current on lifestyle trends, local events and destination knowledge relevant to affluent customer segments.
• Attend client meetings and training sessions to maintain up-to-date product and brand knowledge.
• Apply client and Group policies consistently in every customer interaction
  
  

Other Duties

• Uphold all Aspire Lifestyles policies and procedures.
• Work rotating shifts on a 24/7 roster as required by the operation.
• Travel to or work from other Aspire Lifestyles locations globally where business needs require.
• Support escalated customer incidents after hours where required.
• Carry out other reasonable duties as assigned by the line manager or management team.
• Job Profile
  
  

Required Competencies

• Customer Focus — Passionate about service excellence and building trust-based relationships with customers, with a strong affinity for the Aspire Lifestyles brand.
• Communication — Active listener who explains ideas clearly and logically in speech and writing, and remains approachable and professional across all interactions.
• Problem Solving — Creative and resourceful in developing solutions; gathers facts efficiently and stays calm and logical under pressure.
• Drive for Results — Takes ownership of individual and team goals, delivers quality outcomes, and continuously looks for ways to improve processes and cost-efficiency without compromising the customer experience.
• Teamwork & Collaboration — Maintains a positive attitude, builds strong relationships with peers and management, and works effectively in a fast-paced team environment.
  
  

Required Work Experience

• Minimum 2 years of customer service experience in travel, tourism, hospitality, retail or hotel/guest services; concierge industry experience is an advantage
• Demonstrated experience serving affluent or high net worth customers
• Omnichannel experience across phone, email and chat is preferred
• Leisure travel agency experience is preferred
• Strong local Singapore knowledge, including events, venues and lifestyle trends
• Experience coordinating with international vendors and contacts for reservations and fulfilment.
  
  

Required Qualifications (Brief description of the educational background needed to perform the job)

• Diploma in Mass Communication, Business Studies, Tourism, Hospitality or a related field.
  
  

Required Languages (Brief description of the language skills needed to perform the job)

• Excellent oral and written English
• Business-level Mandarin to support Mandarin-speaking customers is an advantage
  
  

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• Only if required for learning and development purposes only.