Client Concierge

Company Description

Ether Atelier Chocolat, led by Chef Prateek Bakhtiani, is a Mumbai-based luxury chocolaterie that elevates chocolate into an artistic and culinary masterpiece. Founded in 2019, the atelier specializes in high-end event catering, bespoke wedding cakes, corporate gifting, and customized B2B collaborations. With an uncompromising commitment to craftsmanship and precision, Ether offers meticulously crafted chocolate experiences for both private and corporate clients.

Role Description

This is a full-time on-site role based in Mumbai for a Client Concierge. The Client Concierge will be responsible for managing concierge services and reservations, handling receptionist duties, and providing exceptional customer service. Daily tasks include interacting with clients in person and over the phone, coordinating client requests, managing booking systems, and ensuring a high level of customer satisfaction.

Personalized Client Experience

• Serve as the primary point of contact for VIP and repeat clients, ensuring every interaction feels bespoke and meaningful.
• Build and nurture strong relationships, anticipating client needs and preferences.
• Personalize product recommendations, gifting options, and exclusive offerings for a truly tailored experience.

Order Coordination & Fulfillment

• Liaise with production, packaging, and dispatch teams to guarantee on-time, flawless deliveries.
• Verify customizations, hand-written notes, and special packaging to meet luxury standards.
• Ensure every order leaves the atelier perfectly presented.

Communication & Follow-Ups

• Manage client communication across WhatsApp, email, and calls with professionalism and warmth.
• Share order confirmations, dispatch updates, and reminders for important dates (anniversaries, events, etc.).
• Follow up post-purchase to gather feedback and cultivate future opportunities.

Gifting & Occasion Management

• Maintain a calendar of key dates for top clients and corporate accounts.
• Curate and suggest ideal products based on occasion and recipient profile.
• Oversee luxury wrapping, note writing, and white-glove delivery for gifting orders.

CRM & Data Management

• Keep client profiles updated with preferences, order history, and special dates.
• Segment and tag clients to support marketing, loyalty, and retention strategies.

Brand Representation

• Embody the brand's voice polished, warm, and refined in every interaction.
• Possess deep product knowledge, from ingredients to seasonal launches, to guide and inspire clients.

Upselling & Client Retention

• Recommend new launches, limited editions, and exclusive offers to relevant clients.
• Identify opportunities for elevated experiences such as private tastings or early access to collections.
• Build long-term trust to drive client loyalty and referrals.

Event & Experience Support

• Support luxury pop-ups, tastings, and brand events with a client-first approach.
• Welcome guests, share brand stories, and ensure an unforgettable experience.