Customer Service Executive

Responsibilities

• Assist with the day-to-day activities and functions of the customer service team, ensuring smooth and efficient operations.
• Works with marketing department on developing effective CRM strategies for existing, new and potential customers.
• Review feedback forms and online reviews, respond accordingly, taking necessary follow-up actions when required.
• Performs all kind of leads calling and follow up required for both hot and cold leads.
• Initiate and coordinate monthly messaging broadcasts with the marketing department.
• Schedule and confirm appointments for customers; and assist with rescheduling when needed
• Explain products or services and prices; and handle all customer inquiries received through Whatsapp, social media, email, phone calls, etc.
• Adhere to the MOH advertising guidelines when explaining treatments to customers
• Resolve problems and maintain customer satisfaction by providing problem-solving solution
• Address and resolve customer complaints and refund cases, promptly investigating the reasons behind non-conformance incidents, and suggesting preventive actions when needed.
• Assist with ad-hoc marketing and outlet duties when required.

Requirements

• At least 3 years of similar experience in Beauty / Aesthetics / Spa industry
• Effective communication skills and selling techniques
• Strong analytical, good problem-solving and decision making abilities
• Willing to work retail hours, weekends and public holidays
• Phone etiquette
• Data entry and record keeping