CUSTOMER SERVICE REPRESENTATIVE
Location: Outlet in Klang Valley
SALARY : RM1,700.00 (during 3 months probation)
RM1,800.00 + RM150.00 Meal Allowance (after confirmation), not inclusive of other incentives and commissions.
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
Greet clients warmly and professionally, both in person and over the phone.
Answer client questions about services, pricing, and promotions.
Address client concerns and complaints with empathy and professionalism.
Build rapport with clients and foster a positive and welcoming atmosphere.
APPOINTMENT SCHEDULING
Manage appointment bookings efficiently and accurately.
Confirm appointments and send reminders to clients.
Optimize appointment scheduling to maximize efficiency and minimize wait times.
Handle appointment changes and cancellations with flexibility and understanding.
RESOLVE ISSUES
Investigate and resolve customer complaints and issues, escalating complex problems to the
appropriate channels as needed.
Troubleshoot problems and provide solutions or workarounds, guiding customers through the
necessary steps.
Follow up with customers to ensure their issues are resolved and satisfaction is achieved.
SALES AND SERVICE PROMOTION
Promote and recommend beauty services and products to clients.
Up-sell and cross-sell services to enhance client experience and maximize revenue.
Provide accurate information about services, packages, and promotions.
Process transactions and handle payments.
CLIENT RELATIONSHIP MANAGEMENT
Maintain accurate client records and update client information in the system.
Follow up with clients after appointments to ensure satisfaction and gather feedback.
Build and maintain positive relationships with clients to encourage repeat business.
Handle client feedback and complaints with professionalism and empathy.
ADMINISTRATIVE SUPPORT
Support the team with other tasks as needed.
CUSTOMER SERVICE
Greet and assist customers in a friendly and professional manner.
Answer customer inquiries about products, services, and promotions.
Resolve customer complaints and issues promptly and effectively.
Build and maintain positive customer relationships.
SALES TRANSACTIONS
Process sales transactions accurately and efficiently using the X-LABS system.
Handle cash, credit card, and other payment methods.
Promote and up-sell products and services to customers.
Provide accurate information about pricing and discounts.
SALES RECONCILIATION (DAILY CLOSING)
Tally daily cash sales and reconcile them with X-LABS system reports.
Verify and balance credit card transactions.
Prepare and submit daily sales reports to the designated personnel.
Ensure all sales transactions are accurately recorded.
STOCK TALLY AND INVENTORY MANAGEMENT (DAILY CLOSING)
Conduct a physical count of designated stock items at the end of the day.
Compare physical stock counts with inventory system records.
Identify and report any discrepancies or stock shortages.
Assist with stock replenishment and organization as needed.
GENERAL DUTIES
Maintain a clean and organized work environment.
Adhere to company policies and procedures.
Assist with other tasks as assigned by the supervisor.
REQUIREMENTS
Fresh graduates are welcomed.
Minimum SPM level.
Ideal candidate would be below 35 years old.
Possess own transportation/able to manage own transportation.
Able to work at any outlet and work on weekends.
Seeking for a permanent employment and can work for at least two (2) years.
Fluent in English & Bahasa Melayu. Mandarin is advantage.
Strong customer service orientation and problem-solving abilities.
Proficient in using various online communication platforms
Ability to handle multiple conversations simultaneously & fast-paced environment.
Typing speed and accuracy.
Positive and professional demeanor.