Concierge Agent - High Value Customer Engagement

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Concierge Agent - High Value Customer Engagement, United Kingdom

Client:

Ntrinsic Consulting

Location:

REMOTE - candidates must be based in the UK

Job Category:

Other

EU work permit required:

Yes

Job Views:

1

Posted:

30.03.2025

Expiry Date:

14.05.2025

Job Description:

Duration: 12 month contract

Rate: £30-39 per HOUR, 40 hr week (equiv. £240-312 per DAY) - inside IR35, you would be payrolled by Ntrinsic similar to an umbrella agreement.

As a Concierge, you will serve as a primary subject matter expert for our Client's products, providing world-class service and support to their most valued customers. You'll join a high functioning team of customer focussed support professionals who know their performance is essential to our Client achieving its mission.

We're looking for an individual who has a passion for making the customer experience seamless and phenomenal.

In addition to excellent communication in English, either French, Dutch or German would also be beneficial.

Responsibilities:

• Serve as the primary touchpoint and relationship owner for selected high value Consumer customers.
• Provide a best in class experience for customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle requests through to resolution, including collaborating across teams of subject matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Onboarding the customers, understanding their goals, helping them understand how to set up, secure, fund, and begin using their account.
• Proactively monitoring customers' accounts for any potential issues and when one is identified, either resolving it on their behalf or helping them do so.
• Introducing customers to newly released features or products that they may be interested in.
• Educating customers about benefits that they aren't currently taking advantage of, but could be.
• Acting as an escalation point for any issues not resolved effectively by inbound Premium Support, for deep dives of customer accounts requested by business partners, or based on customer request to speak to their RM.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust.

Key Skills:

• Minimum of 2 years of relevant experience in an enterprise customer/account management/advisory role in a fast-paced environment.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience working with Google Suite (Slides, Doc, and Sheets) + overall presentation preparation.
• Fantastic communication skills in order to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.