Customer Service Manager

DR HANNAH TCM PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading salon in Singapore is seeking a Customer Service Manager to oversee a dedicated front desk team, ensuring energetic client engagement and efficient operations. The ideal candidate will lead in developing service policies, managing client feedback, and maximizing salon efficiency. A robust background in customer service and team management is essential for success in this role.

Qualifications

• Proven experience in a leadership role within customer service.
• Strong understanding of client relations and team dynamics.
• Ability to manage front desk operations efficiently.

Responsibilities

• Recruit and supervise front desk staff, ensuring high performance.
• Act as the primary contact for client feedback and satisfaction.
• Oversee daily front desk operations and appointment management.

Skills

Team Leadership

Customer Service

Client Relations

Sales Techniques

Job description

Key Responsibilities:

• Team Leadership & Development:Recruit, train, and supervise the front desk and customer service team.
  Set clear performance goals and conduct regular performance reviews.
  Develop and implement customer service policies and procedures.
  
• Client Relations & Satisfaction:Serve as the main point of contact for all client feedback, concerns, and inquiries.
  Proactively engage with clients to ensure a positive and welcoming atmosphere.
  Implement strategies to gather client feedback and measure satisfaction.
  Resolve client complaints promptly and professionally to ensure a satisfactory outcome.
  
• Front Desk & Appointment Management:Oversee the daily operations of the front desk, including appointment scheduling, client check-in/check-out, and payment processing.
  Ensure the reception area is immaculate, organized, and welcoming.
  Optimize the appointment booking system for efficiency and to maximize salon capacity.
  
• Sales & Product Knowledge:Maintain a comprehensive knowledge of all salon services and products.
  Train staff on product knowledge and upselling/cross-selling techniques.
  Assist with the promotion of new services, products, and special offers to clients.
  
• Operational & Administrative Duties:Manage client databases and ensure all information is accurate and up-to-date.
  Collaborate with the Salon Manager to ensure smooth overall operations.
  Generate reports on client feedback, appointment statistics, and team performance.