Ensure continuity of services to concierge members by manning the telephone and other communication systems in the manner described in the procedure manual and communicate all file information to all relevant parties.
Customer focus, provide empathetic and quality service at all times.
Answer all incoming calls promptly, and attain the Service Level required by our client. Majority of the Service Level for Concierge services are 80% of the calls answered within 20 seconds, and the abandon rate is <3%.
For auto assistance services, Concierge Consultant primary role is to provide automobile assistance to premium car owners - troubleshooting the technical issue if applicable, arranging for towing services, and roadside assistance.
For concierge & services, Concierge Consultant to acknowledge customer’s request expedite research and revert to customer within one hour.
For travel assistance, Concierge Consultant to provide information related to country the customer is visiting for example weather information, currency exchange, embassy referral etc.
For medical related calls, Concierge Consultant to answer the call appropriately and to transfer to the Coordinating Doctor (CD).
Report to the supervisor and other related colleagues (i.e.: Concierge Manager, Head of Concierge - if applicable and deemed appropriate) on any cases which may result in a possible complaint.
Actively participate in transmission session with input regarding case actions and direction.
Provide relevant information in accordance with operations procedures that are required by other departments relating to case management. This also applies to client reporting requirement.
Use the appropriate templates and ensure quality control of all outgoing documentation to clients and customers.
Action all incoming tasks, faxes, emails and correspondence pertaining to active and/or closed cases.
Escalate potential private cases to the Operations Manager (OM) of International Operations, or designee on duty.
Maintain open communication lines with Concierge Consultants, Technical Executive, Concierge Managers, Clients and other Intl.SOS assistance centre staff when dealing with case management.
Update all communication episodes completely into case files.
Adhere to company policies and procedures, including during after hours.
Comply within a service recovery protocol.
Complete other tasks/responsibility/assignment as directed.
Document all manners related to each request for assistance using the forms and systems made available by the company to ensure continuity of service 24 hours a day.
Contribute to the financial viability of the company by providing the billing department with updated billing instructions, by providing the accounts department with relevant information on services providers/correspondents used and by securing payment prior to delivery of services to non-members.
Assist in the expansion and quality of the concierge network by passing on all relevant information on new providers or feedback on existing service providers and channel this information to the network executive.
Maintain a conducive and neat environment in the Assistance Center for the delivery of 24-hour services by keeping all stationary readily available at each work station, keep all office equipment in good working order and report any defects to the HR/Admin manager immediately.
Cultivate the Intl.SOS network of service providers and correspondents by building and maintaining a professional working relationship with them in the course of the case handling.
Stimulate team work with all departments of Intl.SOS Kuala Lumpur and staff in the other Intl.SOS assistance centers and other Intl.SOS businesses by cooperating in a professional manner during the case handling.
Own and manage specific customer programs assigned.
Support Concierge Manager / Head of Concierge whenever deemed necessary in cases, billing matters, investigating complaints and service recovery measures and interventions.
Support Concierge Manager / Head of Concierge for non case related project work or interventions as deemed necessary for work improvement.