Offer summary

Qualifications:

Previous experience in client concierge, customer support, or event coordination is required., Exceptional English communication skills, both verbal and written, are essential., Strong interpersonal skills and emotional intelligence to handle client interactions effectively., Proficiency in tools such as Zendesk, Excel, and Notion is necessary..

Key responsabilities:

Deliver exceptional customer service via various communication channels including phone, email, and live chat.

Coordinate and manage bookings while responding promptly to client inquiries.

Build and maintain strong relationships with clients, anticipating their needs for a personalized experience.

Resolve complaints and manage challenging situations with empathy and professionalism.

Job description

This is a remote position.

Job Highlights:

Contract type: Independent Contractor
Shift Schedule: 2-Week Training: Monday to Friday, 9:00 AM – 5:30 PM GMT (5:00 PM – 1:30 AM PHT)

Post-Training:

5 working days per week
Shift patterns: Varying between 7:00 AM – 10:00 PM GMT (Monday through Sunday
Workday length: 8 hours per day + 30-minute paid break (40 working hours per week)
Holiday coverage: Will be required to work bank holidays (excluding Christmas Day)

About the Company:

The company is a leading luxury mobile beauty and wellness app operating in London, Manchester, and Brighton. We pride ourselves on delivering exceptional beauty services directly to the comfort of our clients' homes. Our clientele includes VIPs, celebrities, and influencers who expect a

premium and personalized experience. We are seeking a passionate and dedicated individual to join our team as a VIP Client Concierge, ensuring that every customer enjoys a seamless and tailored experience.

Key Responsibilities:

Personalized VIP Concierge:

Deliver exceptional customer service via phone, email, live chat, and WhatsApp.
Demonstrate critical thinking and a proactive approach to resolving client queries.
Make judgment calls on whether to enforce policies when handling challenging or demanding customers and VIPs.

Booking Management:

Coordinate, match, and reschedule bookings.
Respond promptly to general enquiries, ensuring accuracy and professionalism.

Client Relations:

Build and maintain strong relationships with clients, anticipating their needs and offering a concierge-level experience.
Liaise with beauty professionals to organize bookings and accommodate marketing or PR requests for celebrity and influencer clients.

Issue Resolution:

De-escalate complaints and manage challenging situations with empathy and emotional
intelligence.
Escalate formal complaints to the relevant team when necessary.

Adaptability:

Handle demanding clients and unexpected requests calmly and professionally.
Think quickly on your feet to resolve issues and accommodate high-pressure situations.

Administrative Support:

Perform ad-hoc administrative tasks, such as updating logs and managing operational details.

Product Knowledge:

Proactively learn about Secret Spa’s range of treatments to provide informed assistance to clients, balancing this with ongoing responsibilities effectively.

Requirements

Previous experience in client concierge, customer success, customer support, personal assistance, client hospitality or event coordination.

Preferably experienced at a supervisory level.

Communication & Emotional Intelligence:

Exceptional English skills, both verbal and written.
Friendly, clear, and engaging communication style.
Strong interpersonal skills with the ability to empathize with clients and de-escalate tense situations.

Problem-Solving & Critical Thinking:

Solution-oriented mindset with the ability to think outside the box and prioritize effectively.
Analytical skills to assess and adapt to unique client needs, especially in high-stakes situations.

Tech-Savvy:

Proficiency in tools such as Zendesk, Excel, and Notion.

Work Ethic:

Team player with excellent time management and multitasking skills.
Flexibility to work evenings and weekends as needed.

Reliability:

Attention to detail while maintaining speed and efficiency.

Passion:

Interest in beauty and wellness is a plus but not mandatory.

Benefits

Independent Contractor Perks:

Permanent work from home
HMO Coverage for eligible locations
Immediate hiring
Steady freelance job

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

ZR_20749_JOB

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