descripción del trabajo

pstrongCustomer Support Specialist – Oasis Premium Recovery /strong /ppbr/ppstrongLocation: /strong Marbella / San Roque, Spain (Hybrid) /ppstrongDepartment: /strong Client Relations Guest Experience /ppstrongReports to: /strong Head of Client Experience /ppbr/ppstrongAbout Oasis Premium Recovery /strong /ppbr/ppOasis Premium Recovery is a premium recovery facilitation provider supporting individuals seeking transformation from addiction, burnout, and mental health challenges. We offer private, luxury accommodation combined with holistic wellness programming and coordination with leading third-party clinicians and therapists. Our mission is to provide a confidential, restorative, concierge-level experience for HNWI clients and their families. /ppbr/ppstrongRole Summary /strong /ppbr/ppThe strongCustomer Support Specialist /strong is the welcoming and reliable point of contact for all client communication and daily support needs. This role includes guiding clients through the onboarding process, coordinating their schedules, ensuring their comfort during the stay, and providing strongsafe, discreet transportation /strong to authorized appointments, wellness activities, and airport transfers. /ppbr/ppYou uphold Oasis Premium Recovery’s highest standards of confidentiality, emotional sensitivity, and luxury service at all times. /ppbr/ppstrongKey Responsibilities /strong /ppbr/ppstrong1. Client Communication Support /strong /ppbr/pulliServe as the first point of contact for all calls, messages, and emails from current and prospective clients. /liliProvide empathetic, informed guidance about available services and wellness options. /liliConduct initial needs assessments to align clients with appropriate third-party professionals and wellness activities. /liliHandle delicate conversations regarding mental health and addiction with calmness and discretion. /li /ulpbr/ppstrong2. Admissions, Documentation Onboarding /strong /ppbr/pulliSupport clients through the admissions process, including documentation, consent forms, and scheduling. /liliPrepare and deliver welcome materials and arrival instructions. /liliEnsure all client data is accurately maintained within CRM and internal systems. /li /ulpbr/ppstrong3. Client Transportation (Key Function) /strong /ppbr/pulliProvide strongsafe, punctual, and discreet transportation /strong for clients, including: /lilistrongAirport pick-ups and drop-offs /strong /lilistrongTransportation to and from authorized third-party clinical appointments /strong /lilistrongDriving to holistic wellness sessions, activities, or off-site experiences /strong /liliMaintain a clean, well-presented vehicle at all times. /liliEnsure routes are planned efficiently, respecting client privacy and comfort. /liliUphold strict confidentiality during all travel interactions. /liliAssist clients politely with luggage or mobility needs when appropriate. /li /ulpbr/ppstrong4. Stay Coordination Experience Management /strong /ppbr/pulliAssist clients daily by answering questions, coordinating schedules, and arranging services. /liliLiaise with internal teams (concierge, housekeeping, wellness practitioners) and third-party providers. /liliActively monitor client comfort and satisfaction, escalating concerns when necessary. /liliMaintain professional boundaries while offering compassionate support. /li /ulpbr/ppstrong5. Service Excellence Quality Assurance /strong /ppbr/pulliConsistently deliver a premium, concierge-level client experience. /liliIdentify opportunities to improve service delivery, communication, and logistical efficiency. /liliSupport feedback collection and follow-up care coordination. /li /ulpbr/ppstrong6. Administrative Operational Duties /strong /ppbr/pulliMaintain organized logs of transportation, appointments, daily updates, and client communications. /liliSupport billing inquiries, service requests, and scheduling changes. /liliAssist with producing client-facing materials (guides, SOPs, FAQs). /li /ulpbr/ppstrongQualifications Experience /strong /ppbr/ppstrongRequired /strong /ppbr/pulli2+ years of experience in customer support, hospitality, private concierge, or health/wellness coordination. /liliValid driver’s license with a clean driving record; comfortable driving premium vehicles. /liliExcellent communication skills in English (Spanish or Russian is a strong plus). /liliHigh emotional intelligence, empathy, and professionalism. /liliStrong organizational and multitasking abilities. /liliExperience handling confidential or sensitive client information. /li /ulpbr/ppstrongPreferred /strong /ppbr/pulliPrior work in mental health, addiction services, wellness retreats, or medical administration. /liliPrevious experience transporting VIP, HNWI, or UHNW clients. /liliFamiliarity with local areas surrounding Marbella, Costa del Sol, Cádiz, and Málaga airports. /liliUnderstanding of holistic wellness modalities (yoga, mindfulness, somatic work, etc.). /li /ulpbr/ppstrongKey Competencies /strong /ppbr/pullistrongEmpathy Professional Presence /strong /lilistrongSafe, Reliable Transportation Skills /strong /lilistrongCalm Under Pressure /strong /lilistrongDiscretion Confidentiality /strong /lilistrongService-Minded Attitude /strong /lilistrongAttention to Detail /strong /lilistrongProblem-Solving Initiative /strong /li /ulpbr/ppstrongWhat We Offer /strong /ppbr/pulliOpportunity to work within a premium, human-centered wellness and recovery environment. /liliTraining in client care, mental health support sensitivity, and luxury service standards. /liliCompetitive compensation aligned with experience. /liliSupportive, mission-driven team culture. /li /ul