Lifestyle Concierge at International SOS in Singapore, Singapore, SG

A. 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.

B. 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.

C. 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.