Concierge Customer Service Agent, Aroma360

Salary not provided

$23.00 - $24.00 / hr + bonus incentives based on performance

Salesforce

Slack

Junior and Mid level

Miami

Office located in Boca Raton, FL

Oil-based scenting solutions

Be an early applicant

Oil-based scenting solutions

201-500 employees

B2CRetailB2BLifestyleWellbeingeCommerce

Be an early applicant

Salary not provided

$23.00 - $24.00 / hr + bonus incentives based on performance

Salesforce

Slack

Junior and Mid level

Miami

Office located in Boca Raton, FL

201-500 employees

B2CRetailB2BLifestyleWellbeingeCommerce

Company mission

To provide a healthy scenting solution for homes and businesses, and to educate people about the incredible benefits of Aromachology.

Job

Company

Role

Who you are

Experience: Proven experience in customer service, client retention, sales, and/or client-facing roles, ideally in a high-end or luxury environment
Communication Skills: Excellent verbal and written communication skills, with the ability to handle sensitive conversations with diplomacy
Problem-solving: Strong critical thinking skills and the ability to address customer issues effectively
Attention to Detail: High level of attention to detail, ensuring all customer inquiries are handled with precision and care
Relationship Building: Ability to establish and maintain long-term relationships with high-value clients
Adaptability: Ability to manage multiple tasks simultaneously and adapt to changing customer needs in a fast-paced environment
Knowledge of CRM systems, preferably Salesforce
Strong negotiation skills, especially in high-stakes or delicate situations
Contact Center ( Omni channel ) Experience
Proficiency with Microsoft Suite
Proficiency with Collaboration Tools and platforms such as Microsoft Teams and Slack

What the job involves

Concierge Agents deliver exceptional, personalized service to the company’s most valued customers. They anticipate needs, address complex requests, and build long-term relationships to ensure satisfaction
They guide customers post-sale, provide expert advice, and proactively resolve issues. Skilled in handling delicate situations, they prevent order cancellations and maintain loyalty
Building strong relationships with our customers by providing exceptional customer service that exceeds their expectations
Listening attentively to customer needs and addressing their concerns in a timely and professional manner
Retaining customers and de-escalating any issues that may arise, ensuring that they have a positive experience with our company
Managing finance contracts with precision and accuracy, ensuring all paperwork is completed correctly and submitted on time
Identifying opportunities to offer additional products and services that may benefit our customers, ultimately leading to increased customer satisfaction
Tracking orders and investigating shipping delays for customers waiting on products
Performing data entry duties associated with client billing, product shipments, subscriptions, devices, exchanges, and returns
Case management and resolve cases initiated by clients, ensuring that each issue is thoroughly addressed and resolved in a timely and effective manner

Our take

Aroma360 is a boutique scent company that not only sells aromatic oils but also consults for companies and individuals on scent concepts and strategic implementation. As a full-service company, it has business clients such as the Ritz-Carlton, Ferrari and Atlantis Paradise Island, helping hospitality brands achieve the sensory experience they desire for their customers.

The company was smart to expand from purely retail. Although it still hosts an impressive range of home-use products such as diffusers, it has successfully combined this with sensory branding and marketing for high-end companies. In 2024, it launched Aroma360 Pro that operates in 30 countries and develops private-label scents for private and customer-facing businesses.

Aroma360’s niche in scent marketing has attracted big brands, indicating how it has tapped into an often-overlooked tool for brand marketing and customer experience. This bodes well for its future, as it continues to expand and bring scent experiences to more homes and businesses.