Customer Service Representative

The Customer Service Representative (CSR) is the face of the beauty services business, responsible for providing exceptional customer service and support through various online platforms (e.g., email, live chat, social media) and creating a welcoming and positive experience for all clients. This role involves responding to customer inquiries, scheduling appointments, handling inquiries, resolving issues, ensuring client satisfaction and building positive relationships with customers through timely and effective online communication.

Client Interaction

1.⁠ ⁠Greet clients warmly and professionally, both in person and over the phone.

2.⁠ ⁠Answer client questions about services, pricing, and promotions.

3.⁠ ⁠Address client concerns and complaints with empathy and professionalism.

4.⁠ ⁠Build rapport with clients and foster a positive and welcoming atmosphere.

Appointment Scheduling

1.⁠ ⁠Manage appointment bookings efficiently and accurately.

2.⁠ ⁠Confirm appointments and send reminders to clients.

3.⁠ ⁠Optimize appointment scheduling to maximize efficiency and minimize wait times.

4.⁠ ⁠Handle appointment changes and cancellations with flexibility and understanding.

Resolve Issues

1. Investigate and resolve customer complaints and issues, escalating complex problems to the appropriate channels as needed.

2. Troubleshoot problems and provide solutions or workarounds, guiding customers through the necessary steps.

3. Follow up with customers to ensure their issues are resolved and satisfaction is achieved.

Sales and Service Promotion

1.⁠ ⁠Promote and recommend beauty services and products to clients.

2.⁠ ⁠Upsell and cross-sell services to enhance client experience and maximize revenue.

3.⁠ ⁠Provide accurate information about services, packages, and promotions.

4.⁠ ⁠Process transactions and handle payments.

Client Relationship Management

1.⁠ ⁠Maintain accurate client records and update client information in the system.

2.⁠ ⁠Follow up with clients after appointments to ensure satisfaction and gather feedback.

3.⁠ ⁠Build and maintain positive relationships with clients to encourage repeat business.

4.⁠ ⁠Handle client feedback and complaints with professionalism and empathy.

Administrative Support

1.Support the team with other tasks as needed.

Customer Service

1. Greet and assist customers in a friendly and professional manner.

2. Answer customer inquiries about products, services, and promotions.

3. Resolve customer complaints and issues promptly and effectively.

4. Build and maintain positive customer relationships.

Sales Transactions

1. Process sales transactions accurately and efficiently using the XLAB system.

2. Handle cash, credit card, and other payment methods.

3. Promote and upsell products and services to customers.

4. Provide accurate information about pricing and discounts.

Sales Reconciliation (Daily Closing)

1. Tally daily cash sales and reconcile them with XLAB system reports.

2. Verify and balance credit card transactions.

3. Prepare and submit daily sales reports to the designated personnel.

4. Ensure all sales transactions are accurately recorded.

Stock Tally and Inventory Management (Daily Closing)

1. Conduct a physical count of designated stock items at the end of the day.

2. Compare physical stock counts with inventory system records.

3. Identify and report any discrepancies or stock shortages.

4. Assist with stock replenishment and organization as needed.

General Duties

1. Maintain a clean and organized work environment.

2. Adhere to company policies and procedures.

3. Assist with other tasks as assigned by the supervisor.

Skills

1)Excellent written and verbal communication skills.

2) Strong customer service orientation and problem-solving abilities.

3) Proficient in using various online communication platforms (e.g., email, chat, social media).

4)Ability to handle multiple conversations simultaneously.

5) Typing speed and accuracy.

6) 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

Supplemental Pay:

• Commission pay
• Performance bonus
• Retention bonus
• Yearly bonus

Application Question(s):

• Do you possess own transport?

Language:

• English (Preferred)

Work Location: In person