This is a dynamic role for a professional with outstanding customer service, problem-solving abilities, and excellent communication skills, who thrives on creating positive and lasting client experiences.
Key Responsibilities:
Serve as the primary point of contact for key clients, managing all aspects of their needs, including orders, invoicing, and service coordination.
Provide concierge-level service by addressing issues and requests directly via phone, email, WhatsApp, SMS, or any preferred communication channel.
Ensure clients are never redirected to multiple departments or people; handle all issues or requests from start to resolution.
Coordinate technical support, including dispatching service personnel, parts delivery, and maintenance scheduling.
Resolve customer inquiries related to products, services, invoicing, or logistics with efficiency and professionalism.
Collaborate with internal departments such as technical support, finance, and operations to fulfill customer requests.
Develop and maintain a strong relationship with VIP clients, understanding their preferences and anticipating their needs.
Utilize company CRM (Zoho Desk) to track and manage customer interactions and ensure prompt follow-ups.
Monitor the performance of customer interactions and continuously seek ways to improve the client experience.
Act as a liaison between the company and VIP customers, making sure their needs are prioritized and met to the highest standards.
Qualifications:
Minimum of 5 years of experience in a customer service or concierge role, preferably in a technical or VIP client-facing environment.
Excellent communication skills-both written and verbal-with the ability to handle high-pressure situations and demanding clients.
Demonstrated ability to multi-task and manage various client requests seamlessly.
Strong problem-solving skills and a proactive attitude toward resolving issues.
Familiarity with CRM systems, preferably Zoho Desk or similar platforms.
Ability to work independently and maintain a calm, professional demeanor under pressure.
Experience with technical service coordination or familiarity with HVAC or related services is a plus.