Customer Relationship Manager
2 weeks ago
Customer Service Excellence Specialist
This is an exciting position that offers endless opportunities to influence and shape customer behavior, elevating the perceived value of service.
The individual will be empowered with guided means to redefine service excellence and make a difference in the lives of customers.
Key Responsibilities:
- Own and follow up on new customer enquiries to lead to visitations.
- Address service interest enquiries with value-add next steps and take interactions to a different level.
- Follow up on lapsed or displaced customers to re-engage service interests.
- Establish clear understanding of customer needs to help the business team prepare customer engagement and conversion strategies.
- Ensure communication lines stay open with customers and continue to reinforce service interest by sharing knowledge and research customer skin concerns.
Journey:
- Oversee receiving and welcoming customers, ensuring a seamless and smooth journey to service experience.
- Assist in setting up customer profiles and engage customers in skin consultations complete with service consultations.
- Perform new customer inception and enrolment to amenities and facility features, positioning key benefits.
- Oversee key customers' appointment scheduling and preferences, working closely with beauty therapists to match and exceed service expectations.
- Conduct post-service reviews and gather insights to improve future service deliveries.
- Monitor customers' skin care progress with beauty therapists to ensure optimum long-term care.
Relationships:
- Support Head Customer Experience to monitor key social media reviews and provide next steps for swift service follow-up or recovery.
- Create memorable gestures of special touches that have an impactful outcome by paying close attention to customers' special interests.
- Maintain CRM-related initiatives such as birthday cards, personalized greetings, and well wishes.
- Assist in hosting exclusive activities to strengthen relationships and loyalty.
General Duties:
- Assist in general customer service duties including handling appointments and follow-ups, and performing transaction and cashiering activities when needed.
- To be a team player and support beauty therapists in preparing and setting up treatment rooms when feasible.
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