Customer Service Manager

NATURELAND INTERNATIONAL PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading wellness center in Singapore is seeking a Customer Interaction and Front Desk Manager. This role involves managing customer interactions, overseeing staff scheduling, handling complaints, and ensuring smooth daily operations. The ideal candidate should possess strong problem-solving and communication skills to enhance customer satisfaction and operational efficiency.

Qualifications

• Proficient in managing customer interactions and handling complaints.
• Ability to oversee daily operations and manage staff schedules.
• Experience in financial handling and maintaining accurate records.

Responsibilities

• Greet customers and ensure a smooth sign-in process.
• Manage staff schedules and oversee daily operations.
• Handle customer complaints professionally and resolve issues.
• Ensure accurate financial handling and reconciliation.

Skills

Customer relationship management

Problem-solving skills

Communication skills

Operational oversight

Job description

Customer Interaction & Front Desk Management

• Greet all customers with a smile upon entering Natureland outlet.
• Ensure all customers sign in using the tablet providing their NRIC number and full name before the start of any service.
• Answering phone calls for reservation in a polite and professional manner.
• Monitor and respond promptly to reservations, queries, and complaints received via email and whatsapp.
• Confirm service type and duration with customers, communicate politely without disturbing them.
• Build and maintain good customer relationships to enhance satisfaction and loyalty.

Staff, Scheduling & Operations Oversight

• Arrange and manage therapists and receptionists work schedule to ensure optimal coverage and productivity.
• Oversee and update the outlet daily schedule board, including therapists assignments and room usage.
• Assign therapist appropriately to customers and ensure full understanding of retail products and service types.
• Handle staff related issues professionally and lead the team with fairness and authority.
• Share information with therapists and receptionists promptly after each monthly management meeting.
• Ensure daily outlet operation runs smoothly, resolving disruptions proactively.

Inventory & Facility Management

• Check stock levels regularly, reorder supplies when running low.
• Ensure supplies and stock usage are accurately recorded and accounted for.

Complain Handling and Service Recovery

• Handle customer complains on-premises in a professional and calm manner.
• Take ownership of customer issues, follow up, and resolve in a timely manner.

Financial Handling

• Ensure cash sales, petty cash, and system tallies are accurate and reconciled daily.

Customer Service Excellence and Reporting

• Improve customer service experience, create engaged customers, and drive organic growth.
• Develop and implement service procedures, standards, and policies aligned with Natureland values.
• Set a clear service mission and align team strategies to achieve it.
• Maintain accurate records of service actions and conversations.
• Analyse service performance, compile outlet reports, and monitor KPIs.

Compliance and Resource Management

• Apply industries best practices to continuously improve outlet operations.
• Control outlet resources and utilise assets effectively to meet targets.
• Adhere to the approved budget, controlling expenses responsibly.
• Maintain an orderly workflow based on operational priorities and staff strengths.