Team Lead, Concierge
DFS Group
Hong Kong

Job Description

We are searching for a top customer service professional to join us as the Team Lead, Concierge. You will be responsible for building relationships and providing the highest quality of service to all internal and external customers.

You will also lead and develop the Concierge team in delivering exceptional and seamless customer experiences.

Enhance Customer Experience

  • Provide customers with concierge services, which include but are not limited to : transportation arrangements, merchandise deliveries, reservation handling, amongst others services
  • Maintain up-to-date knowledge of local area services, events and activities as well as knowledge of company product and services in order to effectively make recommendations, answer customer’s questions and service customer’s needs
  • Assist the Platinum Services Club in the coordination of private-viewings, functions, events and other ad-hoc services requested by customers
  • Assist in organizing and participate in all in-store PR and related promotional activities
  • Provide conducted groups with detailed pre-shopping briefing on relevant store information and services
  • Provide follow up on customer’s requests, including claims and repairs
  • Team Management

  • Ensure the Concierge team has clear goals and objectives which remain focused on the customer experience
  • Supervise, train and coach the Concierge team to consistently grow their skills, confidence and effectiveness in enhancing the customer experience
  • Assist the Client Services Manager in staff retention and development activities to ensure high job satisfaction levels
  • Supervise the accurate recording of daily customer count (PAX) and all other reports
  • Key Requirements

  • Secondary School, High School Diploma or above, preferably specializing in hospitality / service-related industry
  • Prior experience in retail, customer service, hospitality services or luxury brand / boutique; 1-2 years’ team management experience preferred
  • Resourceful with excellent problem solving skills
  • Strong interpersonal skills and able to work with people at various levels
  • Proactive and self-motivated
  • Able to work under pressure in a fast-paced environment and react positively to multiple requests while maintaining composure
  • Requires standing throughout work shifts and proactive interaction with members and customers
  • Able to work flexible hours and shifts, including weekends, nights and holidays as required by the needs of the business
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