VIP Customer Service Associate

Location: Har Tuv, Beit Shemesh (In-office)

Employment Type: Full-Time

Hours:

Monday–Friday, 4:00 PM – 12:00 AM

INNOVA is seeking an organized, professional, and service-oriented VIP Customer Service Coordinator to support the company’s VIP client communication process and ensure a premium customer experience from initial inquiry through resolution.

This role is critical in managing incoming VIP Concierge communications, supporting inbound and outbound client interactions, coordinating service requests, and ensuring that customer issues are documented, routed, followed up on, and resolved in a timely and professional manner.

The role requires strong communication skills, excellent attention to detail, the ability to manage multiple client interactions at once, and a proactive approach to follow-up, service coordination, and problem-solving in a fast-paced customer service environment.

Key Responsibilities

VIP Intake Communication Management:

• Monitor, manage, and respond to all incoming communications received through the VIP Concierge intake email box in a timely, professional, and courteous manner.

• Review client inquiries carefully to ensure requests are accurately understood, documented, and prioritized.

• Route or assign customer inquiries to the appropriate internal team members for effective follow-up and resolution.

• Maintain a high standard of professionalism and service in all written client communications.

• Ensure all VIP intake communications are handled with accuracy, urgency, and attention to detail.

Inbound Call Support:

• Participate in the department’s inbound call rotation, including handling calls from existing and prospective clients.

• Provide exceptional customer service while responding to routine inquiries and client requests.

• Direct calls to the appropriate company representatives clearly and professionally when additional support is needed.

• Ensure callers receive timely, courteous, and helpful assistance.

• Support a positive customer experience through strong communication, active listening, and professional follow-up.

Outbound Client Communication:

• Conduct delivery confirmation calls to clients in advance of scheduled deliveries to confirm details and provide essential information.

• Proactively identify and address potential delivery concerns or service-related issues before they become larger problems.

• Follow up with clients after deliveries or services to assess satisfaction and gather feedback.

• Support customer satisfaction by ensuring clients feel heard, supported, and informed throughout the service process.

• Maintain a premium service experience through consistent, professional, and timely communication.

Ticketing and Case Management:

• Open and document new support tickets when needed, accurately capturing all relevant details related to client issues or requests.

• Review and follow up on open support tickets to ensure timely progress and resolution.

• Close resolved support tickets in an organized and timely manner.

• Ensure all records, notes, and documentation are complete, accurate, and aligned with company procedures.

• Maintain visibility over open client issues, pending follow-ups, and unresolved service requests.

Cross-Functional Communication:

• Work closely with Customer Service, Operations, Sales, Logistics, and other internal teams to support smooth resolution of client requests.

• Escalate urgent customer concerns, unresolved issues, or service delays to the appropriate team members in a timely manner.

• Provide clear updates to internal teams to support alignment and customer satisfaction.

• Help strengthen communication flow, improve follow-up, and support a high standard of service across the customer experience process.

Requirements:

• Suitable for candidates with 2–4 years of experience in customer service, client support, concierge services, administrative coordination, or a related field.

• Strong written and verbal communication skills.

• Professional, courteous, and customer-focused approach.

• Strong organizational skills and attention to detail.

• Ability to manage multiple emails, calls, tickets, and follow-ups in a timely and organized manner.

• Comfortable handling phone calls, email communications, and support tickets.

• Ability to follow established procedures and escalate issues appropriately.

• Ability to work independently while collaborating closely with internal teams.

• Strong sense of responsibility, reliability, and willingness to learn company processes.

• Previous experience in customer service, call handling, CRM systems, ticketing systems, or client coordination is an advantage but not required.

Success in This Role:

• VIP Concierge intake communications are monitored and responded to in a timely and professional manner.

• Client inquiries are accurately documented, routed, and followed up on.

• Inbound calls are handled courteously, clearly, and efficiently.

• Delivery confirmation calls and customer satisfaction follow-ups are completed consistently.

• Support tickets are opened, updated, followed up on, and closed accurately.

• Internal teams receive clear and timely updates regarding customer requests and service issues.

• Customer concerns, delays, or unresolved matters are escalated quickly and appropriately.

To apply - https://zurl.to/cEi2