Concierge Customer Service Agent

Aroma360•Boca Raton, FL

1d•Onsite

About The Position

Concierge Agents deliver exceptional, personalized service to the company’s most valued customers. They anticipate needs, address complex requests, and build long-term relationships to ensure satisfaction. They guide customers post-sale, provide expert advice, and proactively resolve issues. Skilled in handling delicate situations, they prevent order cancellations and maintain loyalty.

Requirements

Proven experience in customer service, client retention, sales, and/or client-facing roles, ideally in a high-end or luxury environment.
Excellent verbal and written communication skills, with the ability to handle sensitive conversations with diplomacy.
Strong critical thinking skills and the ability to address customer issues effectively.
High level of attention to detail, ensuring all customer inquiries are handled with precision and care.
Ability to establish and maintain long-term relationships with high-value clients.
Ability to manage multiple tasks simultaneously and adapt to changing customer needs in a fast-paced environment.
Knowledge of CRM systems, preferably Salesforce.
Strong negotiation skills, especially in high-stakes or delicate situations.
Contact Center ( Omni channel ) Experience
Proficiency with Microsoft Suite
Proficiency with Collaboration Tools and platforms such as Microsoft Teams and Slack

Responsibilities

Building strong relationships with our customers by providing exceptional customer service that exceeds their expectations.
Listening attentively to customer needs and addressing their concerns in a timely and professional manner.
Retaining customers and de-escalating any issues that may arise, ensuring that they have a positive experience with our company.
Managing finance contracts with precision and accuracy, ensuring all paperwork is completed correctly and submitted on time.
Identifying opportunities to offer additional products and services that may benefit our customers, ultimately leading to increased customer satisfaction.
Tracking orders and investigating shipping delays for customers waiting on products
Performing data entry duties associated with client billing, product shipments, subscriptions, devices, exchanges, and returns
Case management and resolve cases initiated by clients, ensuring that each issue is thoroughly addressed and resolved in a timely and effective manner.