Summary
International SOS lists a Lifestyle Concierge role with Aspire Lifestyles MEA FZCO in Dubai. The role manages bespoke requests from affluent clients across phone, email, chat and digital channels, including complex and escalated cases. Duties include building client relationships, maintaining customer profiles, recommending lifestyle experiences and coordinating with suppliers. Applicants should have 3–5 years of experience in luxury hospitality, concierge, travel or another high-touch service environment, plus 2+ years in call center or customer service. Excellent Arabic and English are required; French is preferred.
The posting
As published on internationalsos.com. Pulled from the employer's site and shown as they wrote it.
About the role
As a Lifestyle Concierge at Aspire Lifestyles MEA FZCO based in Dubai, you will play a pivotal role in delivering bespoke concierge services tailored to affluent and high-net-worth clients. This position demands not just responsiveness but also a proactive commitment to crafting unique and memorable experiences across a wide array of lifestyle needs.
Your work will engage a diverse range of communication channels including telephone, email, chat, and emerging digital platforms, ensuring seamless and timely service delivery. Your autonomy in handling requests, combined with your resourcefulness in utilizing Aspire's extensive tools and partnerships, will be paramount in fulfilling complex and varied client requirements.
In this role, you will embody the ethos of Aspire Lifestyles by consistently providing exceptional service quality and upholding our commitment to customer satisfaction. Your ability to cultivate strong client relationships and anticipate evolving lifestyle trends will position you as a trusted advisor and brand ambassador, contributing significantly to the reputation and growth of our services.
Joining our team means becoming part of a global network focused on luxury lifestyle management. The role offers a stimulating environment where expertise in premium hospitality, travel, wellness, and exclusive experiences converge, ensuring that each client interaction is handled with sophistication and attention to detail.
Key responsibilities
- Independently manage and fulfill high-profile client and demonstration requests across multiple communication platforms, maintaining professional and prompt correspondence.
- Utilise sound judgment and discretion as the primary liaison for escalated customer service concerns and communications with vendors, ensuring resolution aligns with company standards.
- Deliver personalized customer interactions that consistently exceed expectations, contributing to lasting positive impressions.
- Provide accurate, detailed, and timely information to clients, enhancing trust and reliability in our service delivery.
- Develop and nurture strong client rapport by understanding individual preferences, lifestyles, and service expectations to facilitate highly customised experiences.
- Proactively anticipate client needs by offering innovative recommendations and value-added alternatives that enhance their lifestyle experiences.
- Exhibit comprehensive knowledge in luxury sectors including travel, dining, entertainment, wellness, and luxury shopping to inform expert service provision.
- Maintain meticulous customer profiles to leverage insights for improving future engagements and service excellence.
- Take full ownership of complex and escalated service requests from inception to resolution, ensuring seamless client satisfaction.
- Foster and sustain productive partnerships with suppliers, vendors, and service providers to secure exclusive benefits and superior outcomes for clients.
- Execute service delivery across multiple channels including voice, email, chat, messaging, and innovative digital tools, aligned with contractual obligations.
- Demonstrate positive boundary-setting skills by respectfully declining requests outside the scope of service while maintaining client goodwill.
- Engage in ongoing professional development through meetings and training sessions to remain attuned to client needs and industry advancements.
- Employ enterprise software and resources efficiently for data management and customer service processing.
- Adhere strictly to Aspire Lifestyles’ policies and standards while managing diverse duties including flexible global work support and additional responsibilities as assigned by management.
Core Competencies
Customer Service Excellence: Demonstrate a genuine passion for delivering outstanding customer care, with a proven ability to multitask effectively while maintaining trust and credibility.
Technological Proficiency: Comfortable and skilled using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Google applications, and business software commonly used in the luxury service industry. Familiarity with travel industry technology and GDS platforms is advantageous.
Communication Skills: Actively listen and understand client needs, articulating complex information clearly and professionally both verbally and in writing. Approach communications with openness and objectivity.
Problem-Solving Abilities: Employ creative and insightful approaches to address client requests and complex situations, balancing service excellence with contractual terms and operational factors.
Results-Oriented Mindset: Exhibit accountability and commitment to achieving both individual and team objectives. Continuously seek opportunities to enhance processes, maximize service quality, and optimize operational efficiency.
Specialist Knowledge: For Concierge Travel Specialists, deep knowledge of premium travel planning including use of GDS systems (e.g., Amadeus, Sabre) and luxury travel products is essential. For those focusing on Auto, Wellness, and Airport Services, prompt management of emergencies and a keen eye for detail are crucial.
Job requirements
Experience:
- 3-5 years of experience in luxury hospitality, concierge services, premium travel, luxury retail, guest relations, customer experience, airline, hotel, lifestyle management, or other high-touch service environments. Experience serving affluent or high-net-worth customers is strongly preferred.
- 2+ years’ call center or customer service experience
- A keen interest in global lifestyle experiences (shopping, sports, culture, travel, etc.)
- Strong communication skills
- Strong knowledge of global lifestyle services, luxury travel, premium hospitality, fine dining, entertainment, sports, shopping, wellness, and exclusive experiences.
- Demonstrated problem solving skills
These competencies ensure a dynamic, professional, and client-focused approach aligned with the prestigious brand personality of Aspire Lifestyles.
Required Languages:
- Excellent command of both Arabic and English, with professional verbal and written communication skills.
- Ability to communicate confidently with customers across phone, email, chat, and digital channels.
- French language skills are preferred; additional languages are considered an advantage.