Cape Town: VIP Client Concierge posted by Talent Shore PTY Ltd
Posted on 2025-07-15 00:00:00
| Employer | Talent Shore PTY Ltd |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
- Monday to Friday, 9:00 AM 5:30 PM GMT
- 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)
- 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 Spas 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, 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.
Benefits
- 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)
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