Customer Experience & Concierge Executive

As a Customer Experience & Concierge Executive at Velvet Experience, you will play a crucial role in managing premium client interactions for our luxury mobility services. Your responsibilities will include:

• Acting as the first point of contact for customers via calls, chat, and email
• Managing end-to-end booking requests for luxury cab services
• Building and maintaining strong relationships with premium/VIP clients
• Providing personalized travel solutions based on customer preferences
• Handling customer queries, complaints, and escalations with professionalism and empathy
• Ensuring quick resolution of issues while maintaining service quality standards
• Coordinating with drivers, operations, and internal teams for smooth service delivery
• Maintaining detailed records of customer interactions in CRM systems
• Identifying opportunities to enhance customer satisfaction and retention
• Upholding brand standards aligned with a luxury service experience

Qualifications required for this role include:

• Bachelors degree in any discipline
• 14 years of experience in customer service, hospitality, or concierge roles
• Excellent communication and interpersonal skills
• Strong problem-solving ability and attention to detail
• Ability to handle high-pressure situations calmly and efficiently
• Familiarity with CRM tools and customer support platforms
• Willingness to work in rotational shifts / 24x7 environment

Preferred qualifications include experience in luxury services, travel, hospitality, or mobility platforms, as well as prior exposure to VIP client handling or premium customer segments.

At Velvet Experience, you will have the opportunity to work with a premium/luxury brand in a dynamic and customer-centric work environment. You can expect career growth in customer success and operations, along with a competitive salary and performance incentives.

Key success metrics for this role include Customer Satisfaction (CSAT) scores, response and resolution time, customer retention and repeat bookings, as well as the quality of service and feedback from premium clients.

If you are passionate about delivering exceptional customer experiences and thrive in a high-touch, luxury service environment, we would love to hear from you.

This is a full-time position with a salary range of 22,000.00 - 28,000.00 per month, along with benefits such as health insurance and the option to work from home. The work location is in person. As a Customer Experience & Concierge Executive at Velvet Experience, you will play a crucial role in managing premium client interactions for our luxury mobility services. Your responsibilities will include:

• Acting as the first point of contact for customers via calls, chat, and email
• Managing end-to-end booking requests for luxury cab services
• Building and maintaining strong relationships with premium/VIP clients
• Providing personalized travel solutions based on customer preferences
• Handling customer queries, complaints, and escalations with professionalism and empathy
• Ensuring quick resolution of issues while maintaining service quality standards
• Coordinating with drivers, operations, and internal teams for smooth service delivery
• Maintaining detailed records of customer interactions in CRM systems
• Identifying opportunities to enhance customer satisfaction and retention
• Upholding brand standards aligned with a luxury service experience

Qualifications required for this role include:

• Bachelors degree in any discipline
• 14 years of experience in customer service, hospitality, or concierge roles
• Excellent communication and interpersonal skills
• Strong problem-solving ability and attention to detail
• Ability to handle high-pressure situations calmly and efficiently
• Familiarity with CRM tools and customer support platforms
• Willingness to work in rotational shifts / 24x7 environment

Preferred qualifications include experience in luxury services, travel, hospitality, or mobility platforms, as well as prior exposure to VIP client handling or premium customer segments.

At Velvet Experience, you will have the opportunity to work with a premium/luxury brand in a dynamic and customer-centric work environment. You can expect career growth in customer success and operations, along with a competitive salary and performance incentives.

Key success metrics for this role include Customer Satisfaction (CSAT) scores, response and resolution time, customer retention and repeat bookings, as well as the quality of service and feedback from premium clients.

If you are passionate about delivering exceptional customer experiences and thrive in a high-touch, luxury service environment, we would love to hear from you.

This is a full-time position with a salary range of 22,000.00 - 28,000.00 per month, along with benefits such as health insurance and the option to work from home. The work location is in person.