Job Objective/Purpose of Job:

The customer service representative is responsible for all customer-centric processes, taking calls, emails, responding promptly, politely and accurately to enquiries and managing daily spa bookings.

RESPONSIBILITIES

1. Operations

• Provide excellent customer service
• Adherence to appointments in a timely manner by monitoring the timing of appointments
• Welcome clients in a warm, friendly way, and sincerely thanking them upon their departure
• Advising clients on our products and services, also suggesting effective solutions where applicable
• Practices the highest standard of sanitation, neatness, and visual presentation
• Engaging and talking to clients, where permitted, on topics related to their interests
• Maintaining product awareness for the promotion and selling of Products
• Attends and participates in all general and team meetings
• When asked, evaluates potential new team members for various positions and assists new team members
• Adheres to work schedule and has good work ethics and is a team player and assists others whenever needed.

2. Spa Management

• Completes daily check list of cleaning obligations and abides by the standard laws and regulations regarding sanitation, cleanliness, and safety.
• Ensure all lights and devices are switched off at the end of business daily
• Ensure all doors are properly locked at the end of business daily
• Ensure equipment and devices used at the front desk are properly cared for

3. Appearance

• Adhere to a high professional image standard such as dress code (uniforms should always be clean and ironed), hair do, language, and lifestyle.
• Ensure your personal hygiene is top-notch, make use of deodorants, breath refresher and mild perfumes.

KEY PERFORMANCE AREAS:

Financial

• Job cost control

Process

• Promptly attend to calls and messages from clients
• Guest retention rate
• Bookings should be handled professionally

Customer

• Customer satisfaction

Learning & Growth

• Strengthen Capability
• Learning and development as a customer-service representative

Education/Professional Qualification:

• BSc in English or any related field
• Specialized skills and knowledge of customer service and guest retention practices
• Professional certification is an added advantage

Experience:

• Must possess 2-3 years’ work experience as a customer service representative
• Must be tech-savvy and know how to use Microsoft Office and other computer software

KEY SKILLS & COMPETENCIES REQUIREMENTS:

Functional/Technical:

• Outstanding communication skills, both verbal and written
• Ability to preserve confidentiality of the customer
• Critical thinking and Problem-solving skills
• Warm and friendly manners, accompanied with exceptional people skills
• Excellent organisational and multitasking abilities

Behavioural:

• Guest service oriented
• Enjoys team environment and interaction with co-workers
• Innovation
• Integrity and highly confidential
• Excellent communication skills
• Flexible and cooperative
• Good organizational skills and follow-through
• Able to multi-task and improvise at the spur of the moment
• Energetic, able to work in a fast-paced environment
• Good with time management
• Good sense of humour
• Self-motivated and positive
• Able to work well under pressure