Concierge Specialist

Ruuby, the leading on-demand beauty services platform is seeking a bilingual Concierge Specialist fluent in French and English to elevate our customer experience. Step into the pivotal role of Concierge Specialist at Ruuby, where your dedication and customer first mentality will result in delightful experiences for our customers. You\’ll be the critical touchpoint ensuring every customer feels pampered and valued. Every ticket resolved, every email sent, and every call made under your watch contributes to the seamless magic of bringing at-home beauty treatments to our customers.

Key Responsibilities

• Ticket Mastery: Ensure one hundred percent of tickets assigned to you in HubSpot are tagged correctly, with each marked as resolved promptly and appropriately.
• Rapid Response: Commit to an exemplary response time, ensuring all tickets are addressed within 12 hours, and resolved with both speed and precision.
• Customer Satisfaction: Consistently achieve a Customer Satisfaction (CSAT) score of 4.5 or higher, to reflect the exceptional service you will provide to customers
• Issue Resolution: Handle a variety of inbound enquiries via both phone, email and other communication channels (SMS, Web Bot and WhatsApp), turning unhappy customers into satisfied customers
• Low Level Complaints Handling: Handle low level complaints according to the complaints matrix, ensuring you offer a suitable compensation to customers and communicate with therapists accordingly
• Therapist Coordination: Actively follow up with therapists and effectively managing the Ruuby PA Chat, ensuring booking requests are efficiently filled and meeting the specific needs of each Ruuby customer
• Quality Communication: Maintain the highest standards in both written and verbal correspondence, ensuring every interaction is clear, helpful, and professional.
• Feedback Integration: Regularly share feedback from both Ruuby customers and therapists to continually refine and improve the concierge process.

Job Requirements

• Language skills: Fluency in French and English required (native or near-native proficiency), native German language skills are a preferred additional qualification.
• Experience: Prior experience in a customer-facing role, with a history of managing and resolving customer inquiries, ideally in the hospitality or beauty industry.
• Technical Skills: Proficiency with customer service platforms, particularly HubSpot or similar CRM tools.
• Communication Prowess: Stellar verbal and written communication skills.
• Problem-Solving: Demonstrated ability to tackle challenges head-on, using strong analytical and problem-solving skills.
• Time Management: Ability to juggle multiple tasks efficiently, prioritising based on urgency and importance.
• Customer-Centric Mindset: A genuine drive to go above and beyond in providing amazing customer experiences.

Salary: £23,000 per annum

Location: Remote

Benefits: Private healthcare + quarterly Ruuby credit

Hours: 40 hours per week, including evening and weekend shifts