Overall purpose of the Job:

The incumbent is responsible for managing and fulfilling customer requests for standard as well as high profile Aspire Lifestyles customers via phone, wechat, email, etc. 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.

Responsibilities:

• 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.

• 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.

• Establishes relationships with customers, learning their likes and dislikes.

• 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.

• 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.

• To work flexible hours as appropriate to meet the needs of the position.

Required Qualifications:

• Bachelor degree and overseas education preferred
• 5+ years customer service experience in travel/tourism, hospitality, retail, hotel/guest services
• A keen interest in global lifestyle experiences (shopping, sports, culture, travel, etc.)
• Excellent oral and written English language skills

• Customer Service Focus - Possesses passion for Customer Service Excellence, Able to communicate in a way that builds trust and credibility with customers.

• 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

• Communication - Able to quickly and easily gather needed facts, information and knowledge to efficiently and effectively solve problems

• Problem Solving - Insightful and creative in developing appropriate solutions to meet customer needs

• Drive for Results - Demonstrates a strong commitment to achieving individual and departmental goals; Looks for ways to improve processes and procedures where appropriate

• Teamwork and Collaboration- Maintains a positive attitude toward work and others at all times.