Reporting to the Operations Manager, you will be the first point of contact for the clients. You will be responsible for managing all client communication from intake to delivery, ensuring accuracy, professionalism, and timeliness. This role requires strong organisation, attention to detail, and the ability to manage multiple client requests while maintaining the brand\'s premium service standard.
Job Responsibilities
Client Communication & Intake
Manage all incoming client enquiries (WhatsApp, calls, walk-ins)
Accurately capture client details and job information at intake
Clearly communicate services, pricing, and timelines to clients
Ensure all client expectations are properly set from the start
Job Coordination & Tracking
Log all jobs correctly into the system/spreadsheet
Ensure jobs are properly assigned and tracked through each stage
Follow up internally to ensure jobs are progressing as expected
Keep clients updated on the status of their items when necessary
Customer Experience
Maintain a professional, warm, and consistent tone in all communication
Ensure timely responses to all client enquiries
Handle client concerns, complaints, or feedback calmly and effectively
Escalate sensitive or complex issues to management when required
Delivery & Collections
Coordinate client pickups and deliveries
Ensure items are ready and properly checked before client collection
Communicate clearly with clients regarding collection timelines
Organisation & Record Keeping
Maintain accurate records of all client interactions and jobs
Ensure before-and-after photos are properly documented
Keep all client and job data organised and up to date
Requirements
At least 2 years of experience in customer service or client-facing roles, preferably in luxury services or service-based businesses.
Must be articulate and well-spoken, with the ability to communicate clearly and professionally at all times
Excellent written and verbal communication skills
Highly organised and detail-oriented
Ability to multitask and manage multiple clients at once
Calm and professional under pressure
Comfortable using spreadsheets, WhatsApp, and basic tracking systems