VIP Client Concierge

Cape Town, South Africa Posted on 10/07/2025

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.

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)
• Holiday coverage: Will be required to work bank holidays (excluding Christmas Day)

• 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.

• Coordinate, match, and reschedule bookings.
• Respond promptly to general enquiries, ensuring accuracy and professionalism.
• Handle booking covers and cancellations with care and understanding.

• 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.
• De escalate complaints and manage challenging situations with empathy and emotional intelligence.
• Escalate formal complaints to the relevant team when necessary.
• Handle demanding clients and unexpected requests calmly and professionally.
• Think quickly on your feet to resolve issues and accommodate high pressure situations.

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

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

Experience:

• Previous experience in client concierge, customer success, customer support, and personal assistance, client hospitality or event coordination.
• Preferably experienced at a supervisory level.
• 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!

• 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)
• Holiday coverage: Will be required to work bank holidays (excluding Christmas Day)

Salary Range: R - R (Part time - 3 days per week)