Jobs at Sunrose Consulting – Apply Now

Description

• Reporting to the Operations Manager, you will be the first point of contact for the clients. You will be responsible for managing all client communication from intake to delivery, ensuring accuracy, professionalism, and timeliness.
• This role requires strong organisation, attention to detail, and the ability to manage multiple client requests while maintaining the brand’s premium service standard.

Job Responsibilities
Client Communication & Intake:

• Manage all incoming client enquiries (WhatsApp, calls, walk-ins)
• Accurately capture client details and job information at intake
• Clearly communicate services, pricing, and timelines to clients
• Ensure all client expectations are properly set from the start

Job Coordination & Tracking:

• Log all jobs correctly into the system/spreadsheet
• Ensure jobs are properly assigned and tracked through each stage
• Follow up internally to ensure jobs are progressing as expected
• Keep clients updated on the status of their items when necessary

Customer Experience:

• Maintain a professional, warm, and consistent tone in all communication
• Ensure timely responses to all client enquiries
• Handle client concerns, complaints, or feedback calmly and effectively
• Escalate sensitive or complex issues to management when required

Delivery & Collections:

• Coordinate client pickups and deliveries
• Ensure items are ready and properly checked before client collection
• Communicate clearly with clients regarding collection timelines

Organisation & Record Keeping:

• Maintain accurate records of all client interactions and jobs
• Ensure before-and-after photos are properly documented
• Keep all client and job data organised and up to date

Requirements

• At least 2 years of experience in customer service or client-facing roles, preferably in luxury services or service-based businesses.
• Must be articulate and well-spoken, with the ability to communicate clearly and professionally at all times
• Excellent written and verbal communication skills
• Highly organised and detail-oriented
• Ability to multitask and manage multiple clients at once
• Calm and professional under pressure
• Comfortable using spreadsheets, WhatsApp, and basic tracking systems

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Job Summary

• Reporting to the Founder, you will take full ownership of day-to-day operations across the workshop and front office, manage staff performance, ensure processes are followed, and maintain smooth business operations with minimal supervision.
• This role requires someone accountable, takes initiative and has good people management skills.

Job Responsibilities
Operations Management:

• Oversee daily workshop and office operations end-to-end
• Ensure jobs move efficiently from intake to completion and delivery
• Maintain and improve operational processes and workflows
• Track turnaround times and enforce deadlines
• Monitor inventory (materials, tools, products) and manage restocking

Team Management:

• Supervise artisans, customer service staff, and operations support staff
• Set clear daily and weekly targets and ensure accountability
• Monitor productivity and quality of work
• Address performance issues promptly and professionally
• Coordinate staff schedules, attendance, and task allocation

Reporting & Structure;

• Prepareweekly operational reports(jobs completed, pending, issues, stock levels)
• Maintain clear records and tracking systems (spreadsheets, logs, job trackers)
• Ensure SOPs are followed consistently

Customer & Service Oversight (Limited Direct Contact)

• Oversee customer service standards without excessive direct handling
• Step in only when escalation is required
• Ensure customer communications are professional, timely, and aligned with brand

Problem Solving & Ownership:

• Identify operational problems and resolve them independently
• Make practical decisions in the best interest of the business
• Reduce reliance on the Founder for routine issues

Requirements

• Minimum of 5 years of experience in luxury service or operations.
• Experience managing artisans, technical teams, or service-based businesses is an advantage
• Strong leadership and people management skills
• Highly organised, structured, and process-driven
• Able to work independently and take full ownership of responsibilities
• Excellent written and verbal communication
• Comfortable using spreadsheets, task trackers, and basic reporting tools.