Description: Secret Spa is a leading luxury mobile beauty and wellness app covering London, Manchester and Brighton. We bring five-star treatments to the comfort of our client's homes and work with some exciting brands and partners including L’Oréal, RIXO, Charlotte Simone & OPI on photoshoots and bespoke events. Secret Spa has become a trailblazer in the industry offering personal care services to our ever-growing customer community. Our Client Concierge team is expanding, and we are seeking a passionate, enthusiastic and diligent individual who thrives in a fast-paced environment. As a Client Concierge Executive, you will be the expert in managing customer relationships and maintaining a positive brand image at every point of contact. Requirements: * Resolving customer queries via phone, email and live chat whilst applying critical thinking to handle specific issues with confidence and going the extra mile to deliver exceptional customer service * Matching and rescheduling bookings, as well as promptly responding to general enquiries * Liaising with our network of beauty professionals to arrange and oversee customer bookings, including bespoke and group booking requests * Dealing with PR & marketing requests for our celebrity/influencer and VIP clients * Following standard procedures of escalation for unresolved issues and formal complaints * Being the voice for our customers by passing their feedback onto the relevant team around product, treatments and overall booking experience * Assisting with ad-hoc tasks and administrative duties, including updating logs with relevant information * Being proactive in learning about treatments & product to better assist our customers About You: * Experience in a Customer Success, Support and/or Sales role * Friendly, engaging and clear communication, both written and spoken * Passionate about building client relationships and acquiring ‘customers for life’ * Solution driven mindset and being proactive in resolving all customer enquiries to improve their experience * Ability to prioritise tasks and queries, depending on level of urgency * A team player, with great work ethic and exceptional time management skills * Flexible to work evenings & weekends * Experience in using Zendesk * Passion for all things beauty Benefits: * Be part of a rapidly growing start up, with ample opportunity for growth and progression * Collaborative company culture with exciting social events * A flexible working environment * Account credit to book treatments (£600 per annum) * Opportunity to attend exclusive industry events such as the National TV Awards, LFW and Capital Radio Summertime and Jingle Bell Balls * Be a model for our trade tests (free beauty treatments!) * Free Breakfast and quality coffee provided * Free Gym onsite * Exciting co-working environment with a number exciting start-ups on site Details * START: ASAP * Starting salary – 21k per annum * 23k after passing probation * 3 days in the office / 2 working remotely If you are looking for an opportunity to build your career, please apply! We would love to speak with you.