Customer Service Representative

About the role

The Customer Service Representative (CSR) is the primary point of contact for customers of our hair removal service 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 customers warmly and professionally upon arrival and through online communication channels (e.g., phone, WhatsApp, email, social media).
• Respond promptly and professionally to customer inquiries regarding services, pricing, packages, and promotions.
• Address customer concerns, feedback, and complaints with empathy and professionalism, striving for satisfactory resolutions.
• Build rapport and maintain positive relationships with customers to encourage repeat visits and loyalty.
• Develop and maintain a thorough understanding of all hair removal services offered by the company (e.g., waxing, laser).
• Provide accurate and informative advice to customers on suitable services based on their needs and skin type.
• Promote and upsell relevant services, packages, and retail products by clearly explaining features, terms, and conditions.
• Manage appointment bookings, cancellations, and rescheduling efficiently and accurately using the Company's scheduling system.
• Process customer payments accurately and efficiently using the XLABS (POS) system.
• Maintain accurate and up-to-date client records, including contact information, service history, preferences, and relevant notes.

Requirement:

• Maintain a professional appearance and demeanor at all times, reflecting the brand image.
• Maintain high standards of hygiene and sanitation at all times, including but not limited to the toilet, pantry, waiting area, and counter area.
• Ensure proper care and accountability for all Company property, including tools, products, and equipment.
• Ensure compliance with all Company policies and Standard Operating Procedures (SOP).
• Fresh graduates with no experience are welcome to apply.

Able to be based at any Bubble Gum Wax outlet. Training will be provided.