Customer Experience Officer

This is an exciting position armed with endless opportunities to influence & shape customers' behavior, and to elevate the perceived value of service that is second to none. The individual is empowered with guided means to redefine service excellence and make a difference in the lives of the customers.

Priority of "Key Customers" focus shall be:

• New to Spa Customers.

• Lapsed/Displaced Customers (Yellow/Red).

• High Value Customers (by contribution & duration).

CORE ROLES & RESPONSIBILITIES

INTERACTION

1) Personally own & follow up on a new customer enquiry (usually off-line) which ultimately lead to a visitation.

2) Address service interest enquiries with value-add next steps & take the interaction to a different level that is not expected. I.e., "Serve to Impress".

3) Follow-up on lapsed/displaced customers to re-engage service interests, complete with invitation that can help trigger actions.

4) Establish clear understanding of customer needs that can help the business team to prepare customers engagement & conversion strategy.

5) Ensure communications line stays open with the customers & to continuing reinforce service interest, such as proactively share knowledge (Google, skin care reference book, professional resource) and research customer skin concerns and obtain recommended solutions and communicate with customers (via social media, Email, etc).

JOURNEY

6) Oversee to receive and welcome customers (especially 1st visit) and to ensure the journey to service experience is seamless and smooth.

7) Assist in setting up customer profile and engage customers in skin consultation (skin analysis) complete with service consultation (understanding needs & preferences, aligning expectations).

8) Perform new customer inception & enrolment to our amenities & facility features, and conceptually position key benefits (Unique Selling Propositions).

9) Oversee Key Customers appointment scheduling & preferences and work closely with Beauty Therapists to match & exceed service expectations.

10) Conduct post service reviews and gather insights to further improve future service deliveries.

11) Monitor customers skin care progress with the beauty therapist to ensure optimum long-term care.

RELATIONSHIP

12) Support Head Customer Experience to monitor key social media reviews (Google) and provide next steps and follow ups where necessary for swift service follow-up/recovery (if any).

13) Create memorable gesture of special touches that can have an impactful outcome, by paying close attention to customers special interests (favourites, hobbies, etc) and occasions (e.g., birthdays, anniversary, etc).

14) Maintain CRM related initiatives, such as birthday cards, personalised greetings and well wishes, gesture of goodwill and appreciation tokens, etc.

elationships15) Assist to host exclusive activities/events to strengthen relationships & loyalty.

GENERAL DUTIES

• Assist in general customer service duties which include handling of customers' appointments & follow-ups, and to perform transaction & cashiering activities when Customer Service team is unavailable.

• To be a team player and support the Beauty Therapists in preparing & setting up the treatment rooms where feasible.

THE CANDIDATE

Candidate should preferably have:

1) MinimumTwo years of experience in the premium hospitality & customer service/guest relation work.

2) Attention to detail & quality.

3) Pleasant personality with cheerful disposition.

4) Confident & poise in projecting a professional image through good personal grooming.

5) Good communicator both in English & Chinese.

6) Resourceful in researching for solutions to meet challenges.

7) Computer literacy & familiar with handling POS systems.

8) Able to perform simple analysis work using tools such as Excel.