About the role
The Travel Advisor-Mentor on Duty (MOD) is a hybrid role combining real-time operations oversight with high-touch customer service.
This position supports Aspire Lifestyles’ Client Programs by managing queue coverage, mentoring agents, and fulfilling travel and lifestyle requests.
It serves as a liaison between Operations, Service Delivery, and Travel Advisors (TAs), ensuring service excellence and operational continuity.
Responsibilities Real-Time Operations & Service Level Management
Monitor call queues and agent availability, ensuring minimum coverage thresholds.
Take live interactions during high-volume or low-coverage periods to maintain SLAs.
Liaise with IT to resolve technical issues affecting agent productivity.
Mentorship & Agent Development Act as subject-matter expert on the floor, supporting Travel Advisors via chat.
Mentor new hires during On-the-Job Training (OJT); track and escalate knowledge gaps.
Provide feedback and basic coaching to TAs; support training completion tracking.
Customer Service Fulfillment Fulfill inbound travel and lifestyle requests via phone, email, and chat.
Research and recommend services across categories: Dining, Entertainment, Travel, Shopping, etc.
Apply client policies and maintain high standards of service and professionalism.
Escalation & Administrative Management Serve as primary contact for customer escalations.
Approve breaks/lunches when OPS/WF team is unavailable.
Conduct case audits for quality and compliance
Shift Transition & Reporting Conduct end-of-shift handovers with Service Delivery Managers or next Travel Advisor- MOD, documenting issues and coverage status.
Required Competencies Strong computer and internet proficiency; Microsoft Office Suite knowledge.
Effective time management and multitasking skills.
Professional communication and active listening.
Initiative-driven with problem-solving mindset.
Ability to work independently and manage workload efficiently
Required Work Experience & Qualifications 2+ years in customer service or hospitality.
Experience with high-net-worth clients.
Domestic & International travel/lifestyle experience.
Must be TICO certified
Required Language & Schedule Requirements Fluent English (written and verbal).
Flexibility to work holidays and rotating shifts (365/24/7 program).
Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.
About International SOS
The International SOS Group of Companies has been in the business of saving lives for over 40 years. Protecting global workforces from health and security threats, we deliver customised health, security risk management and wellbeing solutions to fuel our clients’ growth and productivity. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. Our innovative technology and medical expertise with a focus on prevention, offers real-time, actionable insights and unparalleled on-the-ground delivery. We help clients meet compliance reporting needs for good governance. By partnering with us organisations can fulfil their Duty of Care responsibilities, while empowering business resilience, continuity and sustainability.
Founded in 1985, the International SOS Group, headquartered in London & Singapore, is trusted by 9,000 organisations, including the majority of the Fortune Global 500 as well as mid-size enterprises, governments, educational institutions, and NGOs. 12,000 multi-cultural medical, security and logistics experts stand with you to provide support & assistance from over 1,200 locations in 90 countries, 24/7, 365 days.
To protect your workforce, we are at your fingertips: www.internationalsos.com
For news and events updates follow us on Twitter - https://twitter.com/IntlSOS
About the role
The Travel Advisor-Mentor on Duty (MOD) is a hybrid role combining real-time operations oversight with high-touch customer service.
This position supports Aspire Lifestyles’ Client Programs by managing queue coverage, mentoring agents, and fulfilling travel and lifestyle requests.
It serves as a liaison between Operations, Service Delivery, and Travel Advisors (TAs), ensuring service excellence and operational continuity.
Responsibilities Real-Time Operations & Service Level Management
Monitor call queues and agent availability, ensuring minimum coverage thresholds.
Take live interactions during high-volume or low-coverage periods to maintain SLAs.
Liaise with IT to resolve technical issues affecting agent productivity.
Mentorship & Agent Development Act as subject-matter expert on the floor, supporting Travel Advisors via chat.
Mentor new hires during On-the-Job Training (OJT); track and escalate knowledge gaps.
Provide feedback and basic coaching to TAs; support training completion tracking.
Customer Service Fulfillment Fulfill inbound travel and lifestyle requests via phone, email, and chat.
Research and recommend services across categories: Dining, Entertainment, Travel, Shopping, etc.
Apply client policies and maintain high standards of service and professionalism.
Escalation & Administrative Management Serve as primary contact for customer escalations.
Approve breaks/lunches when OPS/WF team is unavailable.
Conduct case audits for quality and compliance
Shift Transition & Reporting Conduct end-of-shift handovers with Service Delivery Managers or next Travel Advisor- MOD, documenting issues and coverage status.
Required Competencies Strong computer and internet proficiency; Microsoft Office Suite knowledge.
Effective time management and multitasking skills.
Professional communication and active listening.
Initiative-driven with problem-solving mindset.
Ability to work independently and manage workload efficiently
Required Work Experience & Qualifications 2+ years in customer service or hospitality.
Experience with high-net-worth clients.
Domestic & International travel/lifestyle experience.
Must be TICO certified
Required Language & Schedule Requirements Fluent English (written and verbal).
Flexibility to work holidays and rotating shifts (365/24/7 program).
Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.
About International SOS
The International SOS Group of Companies has been in the business of saving lives for over 40 years. Protecting global workforces from health and security threats, we deliver customised health, security risk management and wellbeing solutions to fuel our clients’ growth and productivity. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. Our innovative technology and medical expertise with a focus on prevention, offers real-time, actionable insights and unparalleled on-the-ground delivery. We help clients meet compliance reporting needs for good governance. By partnering with us organisations can fulfil their Duty of Care responsibilities, while empowering business resilience, continuity and sustainability.
Founded in 1985, the International SOS Group, headquartered in London & Singapore, is trusted by 9,000 organisations, including the majority of the Fortune Global 500 as well as mid-size enterprises, governments, educational institutions, and NGOs. 12,000 multi-cultural medical, security and logistics experts stand with you to provide support & assistance from over 1,200 locations in 90 countries, 24/7, 365 days.
To protect your workforce, we are at your fingertips: www.internationalsos.com
For news and events updates follow us on Twitter - https://twitter.com/IntlSOS