Customer Service Executive

About the role

The Customer Service Executive is the primary point of contact for clients of our hair removal and lash services business. You will be responsible for providing exceptional customer service, managing client inquiries, scheduling appointments, promoting services and products, and ensuring a positive and welcoming experience for all customers, both in person and through online channels.

Key responsibilities

• Greet clients warmly and professionally upon arrival and through online communication channels (e.g., phone, WhatsApp, email, social media)
• Respond promptly and courteously to client inquiries about hair removal and lash services, pricing, packages, and promotions
• Address client concerns, feedback, and complaints with empathy and professionalism, striving for satisfactory resolutions
• Build rapport and maintain positive relationships with clients to encourage repeat business and loyalty
• Develop and maintain a thorough understanding of all hair removal and lash services offered by the company (e.g., waxing, laser)
• Provide accurate and informative advice to clients on suitable services based on their needs and skin type
• Promote and upsell relevant services, packages, and retail products to enhance the client experience and achieve sales targets
• Manage appointment bookings, cancellations, and rescheduling efficiently and accurately using the Company's scheduling system
• Process client payments accurately and efficiently using the XLABS (POS) system
• Maintain accurate and up-to-date client records, including contact information, service history, preferences, and any relevant notes

About you

• Thorough understanding of all hair removal and lash services offered by the company
• Ability to provide accurate and informative advice to clients on suitable services based on their needs and skin type
• Proficiency with appointment scheduling systems
• Experience processing payments using POS systems
• Knowledge of data privacy policies and compliance requirements
• Professional appearance and demeanor reflecting the brand image