Offer summary

Qualifications:

Previous experience in client concierge, customer support, or hospitality roles., Excellent verbal and written communication skills in English., Proficiency with customer service tools like Zendesk, Excel, and Notion., Ability to handle high-pressure situations with empathy and problem-solving skills..

Key responsibilities:

Provide personalized VIP customer service via multiple communication channels.

Manage and coordinate bookings, including rescheduling and cancellations.

Build and maintain strong relationships with high-profile clients.

Handle complaints and challenging situations with professionalism and empathy.

Job description

Job Title: VIP Client Concierge

About the client:

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

Shift Schedule:

2 Week Training:

Monday to Friday, 9:00 AM – 5:30 PM GMT

Post-Training:

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

Key Responsibilities:

Personalised VIP Concierge:

Deliver exceptional customer service via Zendesk (managing 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.
Handle booking covers and cancellations with care and understanding.

Client Relations:

Build and maintain strong relationships with clients, anticipating their needs and offering a concierge-level experience.
Liaise with beauty professionals to organise 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

Experience:

Previous experience in client concierge, customer success, customer support, and 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 empathise with clients and de-escalate tense situations.

Problem-Solving & Critical Thinking:

Solution-oriented mindset with the ability to think outside the box and prioritise 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.

We are looking for someone who goes beyond the typical expectations of customer service to deliver an elevated experience tailored to our VIP clientele. If you’re proactive, adaptable, and thrive in high-pressure situations, we’d love to hear from you!

Benefits

Working Hours:

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

Salary Range: R10 000 - R12 000 (Part-time - 3 days per week)

Location: Fully Remote

Required profile