Job Description

The Customer Service Representative (CSR) 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 & products, & ensuring a positive & welcoming experience for all customers, both in person & through online channels.

1. Client Interaction (In-Person & Online):

Greet clients warmly & professionally upon arrival and through online communication channels. Respond promptly & courteously to client inquiries about hair removal & lash services, pricing, packages, & promotions. Address client concerns, feedback, & complaints with empathy & professionalism, striving for satisfactory resolutions. Build rapport & maintain positive relationships with clients to encourage repeat business & loyalty.

2.

Service Knowledge

&

Promotion:

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. Inform clients about special offers, promotions, and loyalty programs.

3. Appointment Management:

Manage appointment bookings, cancellations, & rescheduling efficiently & accurately using the Company's scheduling system. Confirm appointments with clients & provide necessary pre-appointment information. Optimize appointment scheduling to maximize efficiency & accommodate client preferences.

4. Payment & Transactions:

Process client payments accurately & efficiently using the XLABS (POS) system. Handle cash, credit/debit card transactions, & digital payment methods. Issue receipts & manage billing inquiries.

5. Client Record Management:

Maintain accurate & up-to-date client records, including contact information, service history, preferences, & any relevant notes. Ensure compliance with data privacy policies.

6.

Administrative Support:

Assist with general administrative tasks such as answering phones, managing emails, & maintaining a tidy reception area. Support the Therapists & other team members as needed.

7. Adherence to Standards:

Follow Company policies & procedures for customer service, appointment handling, & sales. Maintain a professional appearance and demeanor at all times, reflecting the brand image.

8.

Feedback Collection:

Collect client feedback on services & experiences and relay it to the management team for continuous improvement.

SKILLS REQUIRED:

Excellent written & verbal communication skills. Strong customer service orientation and problem-solving abilities. Proficient in using various online communication platforms (e.g., email, chat, social media). Ability to handle multiple conversations simultaneously. Typing speed & accuracy. Positive and professional demeanor.

ADDITIONAL REQUIREMENT:

Able to be based at any Bubble Gum Wax outlet in Malaysia.
Job Types: Full-time, Permanent, Fresh graduate

Pay: From RM1,700.00 per month

Benefits:

Additional leave Dental insurance Free parking Health insurance Maternity leave Meal allowance Opportunities for promotion Professional development
Work Location: In person