Concierge Team Leader (Japanese/Cantonese/Mandarin, English)

Job description

Key tasks

The Concierge Team Leader will be responsible for assisting and developing a professional Lifestyle consultant team accountable for providing the highest level of customer service to all customers.

This role is a key component in driving excellence, in line with customer satisfaction and service delivery.

The position will work closely with the Operations Manager to ensure consistency across all business units regarding updates and procedures.

– Maintaining key accountability for team member performance, identifying and developing strengths and opportunities for improvements. Growing, developing the team and motivating individuals.
– Driving a strong customer service focus with the ability to pass on best practice knowledge to the team.
– Responding to escalated queries from customers and team members, as the first point of contact.
– Engaging the team with support for business directives, strategy and changes.
– Managing the performance of the team. Ensuring the team is working to their full potential and work is distributed evenly within strict delays.
– Making sound real time decisions based on reporting/data available to achieve required service levels.
– Actively participating in team meetings and team building activities.
– Monitoring the Concierges’ work to ensure adherence to procedures, quality and business objectives.
– Providing overflow servicing to APAC/MEA High Net Worth customers through various delivery channels (via, phone, email, and web requests) during busy periods to meet or exceed client objectives of utilization, brand recognition, and customer loyalty.
– Delivering on client value propositions while providing a seamless customer service experience when dealing with other departments.
– Nurturing vendor and partner relationships.
– Building a strong relationship with external customers, internal customers and suppliers.
– Ensuring all deadlines/customer commitments are met.
– Working collaboratively with the Quality Assurance team to ensure Quality KPIs are met.
– Working with the Operations Manager by identifying customer process failures.

Cutting-edge technology, way ahead of its time. John Paul's CRM software uses the latest innovations in Customer Knowledge: natural language, multichannel management, detection of affinity profiles (similar profiles) and personalization of contact channels. The patented proprietary software developed by John Paul has been specifically designed to meet the demands of the job. It is an indispensable tool for concierges to create a close, personalized relationship with guests.

John Paul is an international service available in over 15 languages and based on a network of over 50,000 prestigious partners throughout the world. John Paul has a unique asset: the ability to internationalize the customer service profession by adapting to local culture and developing specific new partners. Its network guarantees unrivalled responsiveness and efficiency, which is then made available to guests. With this window onto the world, John Paul helps promote French-style excellence, home and abroad.

Desired profile

Skills

Level of Education Others
Areas of study Other
Professional experiences 3 to 5 years
Languages essential English
Optional languages Japanese
Cantonese (Working level)

Essential and optional requirements

– Must speak either Native English, native Japanese or Native Mandarin and Cantonese with a high level of English.
– Ability to work in a constantly changing environment.
– Passion and knowledge of luxury markets and latest trends.
– Prior leadership experience in a customer service business and proven ability to lead employees from a multi-cultural background, in a customer service business.
– Passionate about delivering customer engagement and satisfaction.
– Excellent time management skills with proven experience in multi-tasking.
– Possess a positive, can-do attitude with the ability to self-motivate.
– Excellent oral and written communication skills.
– Ability to work within/handle pressure situations.
– Familiar with contact centre metrics and workings.
– Ability to respond under pressure and make sound decisions.
– Act with the highest level of integrity and commitment to self-improvement.
– Must be available to work across a 7 day/24 hour roster.