Customer Care Concierge

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Blacklane Full time

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:
    • Serve as an ambassador for the company, providing high-quality service that reflects our premium brand and service proposition.
    • Handle a wide range of customer and chauffeur queries using in-depth knowledge of company policies and procedures.
    • 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:
    • Address and resolve customer concerns efficiently, applying relationship and trust-building skills to deescalate difficult situations.
    • Aim for the best possible outcome for both the guest and the company, balancing customer satisfaction with operational objectives.
  3. Service Levels & Efficiency:
    • Stay mindful of service level agreements (SLAs) and ensure that all incoming queries are addressed promptly and efficiently.
    • 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:
    • Promote an open feedback culture, encouraging the exchange of ideas and suggestions to improve both individual and team performance.
    • 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:
    • Look for ways to enhance the customer experience by offering proactive support and identifying areas for service improvements.
    • Contribute ideas for refining customer service processes and identifying best practices that elevate overall service quality.
  6. Quality Focus & Continuous Learning:
    • Maintain a strong focus on delivering a high-quality customer experience in every interaction.
    • 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.
  • Fluent in Arabic and English; additional languages are a plus.

MORE THAN A JOB:

We are Blacklane, providers of premium global chauffeur services. Our mission is to create true peace of mind for discerning travellers by delivering perfect experiences around the world and to inspire a better future. Blacklane is offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing and Chauffeur-by-the-hour in over 50 countries globally, either pre-booked or on-demand.

Working at Blacklane: We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees. Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values. We promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team.

Upgrade your career with Blacklane:

  • Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development.
  • Flexible Working: Find out what works for you and your team with flexible working hours and home office days.
  • Become Part of the Crew: Get to know your fellow Blacklaners through our regular team socials.
  • Employee Stock Options Plan: We want all Blacklaners to benefit from the company's success.
  • Fair Remuneration: We've banded salary levels and matched them to the local costs of living.
  • Sustainability: We care for both people and the planet.
  • Equal Opportunity: We are committed to inclusion and diversity.
  • Blacklane Cares day: Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice.
Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet

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