Team Lead, Concierge

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

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.

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