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.