Customer Care Concierge

As a Customer Concierge, you are the face and voice of Blacklane. You will play a key role in delivering exceptional customer service by embodying the company's core values in every interaction with our guests and chauffeurs worldwide. The position requires a proactive, detail-oriented individual who excels in building trust, resolving queries, and ensuring a smooth customer experience in a fast-paced environment.

YOUR CHALLENGE:

1. Customer Service & Representation:
   1. Serve as an ambassador for the company, providing high-quality service that reflects our premium brand and service proposition.
   2. Handle a wide range of customer and chauffeur queries using in-depth knowledge of company policies and procedures.
   3. Utilize multiple communication channels (phone, email, and live chat) to resolve queries while maintaining a consistent and professional brand tone and voice.
2. Problem Solving & Escalation Management:
   1. Address and resolve customer concerns efficiently, applying relationship and trust-building skills to deescalate difficult situations.
   2. Aim for the best possible outcome for both the guest and the company, balancing customer satisfaction with operational objectives.
3. Service Levels & Efficiency:
   1. Stay mindful of service level agreements (SLAs) and ensure that all incoming queries are addressed promptly and efficiently.
   2. Contribute to proactive tasks, such as verifying flight numbers, reviewing extra distance and wait time to enhance the customer experience.
4. Team Collaboration & Improvement Initiatives:
   1. Promote an open feedback culture, encouraging the exchange of ideas and suggestions to improve both individual and team performance.
   2. Actively contribute to the development of the company's products and services by providing accurate categorization and insights on customer interactions.
5. Proactive Service Improvement:
   1. Look for ways to enhance the customer experience by offering proactive support and identifying areas for service improvements.
   2. Contribute ideas for refining customer service processes and identifying best practices that elevate overall service quality.
6. Quality Focus & Continuous Learning:
   1. Maintain a strong focus on delivering a high-quality customer experience in every interaction.
   2. Continuously seek opportunities for personal skill development, especially in areas that impact customer service quality and efficiency.

ABOUT YOU:

• Strong communication skills with the ability to maintain a professional, friendly tone across all communication platforms (phone, email, live chat).
• Previous experience in a customer service role, preferably within a luxury, hospitality, or premium service industry.
• Excellent problem-solving skills and the ability to remain calm under pressure while resolving customer issues.
• A natural relationship builder who can deescalate difficult situations and build trust with customers.
• Highly organized, with strong multitasking abilities and attention to detail.
• Ability to work efficiently within a team environment while also managing individual tasks and side projects.
• A proactive attitude, always looking for ways to improve processes and customer outcomes.
• Flexibility to adapt to new tasks and changing priorities in a dynamic environment.