Scope
At Queensmith, we understand that our greatest asset is our exceptional team. As a concierge, you hold a pivotal position at the heart of our operations, ensuring every client's in-store experience across our communication channels is seamless and personal. You support the sales operations and manage a wide array of post-purchase client appointments, from resizes, collections and pick-ups to annual services and ring cleans, ensuring every detail is handled carefully. Your exceptional organisational skills and ability to communicate effectively make you the linchpin in the seamless operation of our showroom, bridging the gap between our sales and customer care teams. Your dedication to providing a personalised and memorable experience for each client is vital in sustaining the loyalty and trust fundamental to Queensmith's success.
Responsibilities:
* Manage non-sales appointments (resizes, collections, issues, pick-ups, annual services, ring cleaning etc)
* Deliver front-of-house greetings, providing a warm and professional welcome to all visitors
* Conduct informative workshop tours, showcasing our craftsmanship and bespoke manufacturing
* Process payments and send paylinks, ensuring a smooth transactional experience for clients
* Handle returns efficiently, providing packets and assistance as needed
* Assist with processing diamonds and managing incoming inventory
* Support stock management through retagging and assisting with the audit process
* Ensure seamless customer experience by liaising with Sales and Customer Care teams
* Maintain front of house appearance; ensuring our store best represents the brand at all times
Requirements:
* Ability to manage customer expectations positively and deliver information clearly and empathetically
* Proven experience in a customer-facing role, ideally within the high-end retail or hospitality sector
* Strong organisational skills, with the ability to multitask and prioritise effectively in a fast-paced environment
* A team player who can also work independently, demonstrating initiative and a proactive approach and dealing with various stakeholders
* Familiarity with CRM systems and communication channels
* Accountable to upholding our brand values and enhancing the customer journey at every touchpoint
Skills:
* Exceptional communication
* Strong interpersonal skills
* Calm under pressure
* Detail and solution-oriented
* High level of EQ
Benefits:
* Opportunities for growth and progression across departments
* Employee Recognition Programme
* Paid Time Off & Holidays
* Financial Benefits including a company-wide bonus scheme
* Workplace Culture Initiatives and Events
* Private Healthcare Plan and Wellness Benefits
* Generous Pension Plans
* Training & Professional Development
* Employee Assistance Programme - Counseling
* Salary £26,000.00 + Access to company Bonus scheme from month 9
Seniority level: Associate
Employment type: Full-time
Job function: Customer Service
Industries: IT Services and IT Consulting
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