Responsibilities:
Appointment Management and Customer Service

• Comply with customer experience standards in order to provide best in-store service which includes perform a checklist of tasks that how customer should be served and what customer should expect the moment the customer arrives at the store
• Arrange appointments for customers and ensure accurate scheduling.
• Remind customers of their appointments for the following day.
• Serve customers upon arrival, providing a welcoming and attentive experience.
• Clear all customer communication channels, including Whats App and messages.
• Answer incoming calls from customers, addressing inquiries and providing assistance as needed.
• Proactively share experience and feedback with the Outlet Manager on areas that will improve customer journey and experience.
• Ensure walk-in prospects' information is captured for future follow-up on trial services.

Follow-Up Calls

• Actively follow up with existing customers to maintain at least 80% appointment fulfilment.
• Assist customers in scheduling their next appointments.
• Maintain positive customer relationships through follow-up calls after visits.
• Contact customers who miss consultation appointments to reschedule or address their concerns.
• dead list, complete and miss con - focus instead existing ( consultant will call their existing )

New Customer Registration

• To refer By Turn Chart and coordinate with Beauty Consultant to service the customer upon arrival at the outlet.
• Register new customers in the system efficiently based on a turn chart, prioritizing those referred by leads.
• Complete customer registration by accurately filling out information and analysis forms.

Closing Report (Stock / Sales)

• Daily opening and closing of the store which includes ensuring in-store facilities are in good condition, housekeeping and pre-treatment preparations for the customers.
• Ensure timely inventory management which includes accurate inventory taking, replenishment and management according to shelf life.
• Upload payment slips to the designated system.
• Support Outlet Manager in generating and maintaining necessary reports which may be required.

Billing & Payments

• Issue invoices for services rendered and obtain customer signatures, including e-signatures where applicable.

Service Point Claim Handling

• Handle service point claims efficiently, ensuring accuracy and timely resolution.

Compliance with Operational Standards:

• Ensure adherence to the latest operation standard operating procedures (SOPs) which include outlet upkeep & maintenance, store operation processes, and inventory management.
• Attend briefings (verbal or written) conducted by the Outlet Manager regarding updates to SOPs.
• Take responsibility for staying informed about the latest operational guidelines.
• Assist with simple housekeeping such as sanitization of lockers and washrooms, consultation rooms and the outlet, clearing any water bottles and cups, pantry maintenance.
• Responsible for opening the outlet based on defined operating hours. Ensure the entire outlet is hygienically maintained with strict adherence to the latest health requirements and pre-defined standard. (refer to Feel at Home)
• Responsible for outlet closing which includes assisting with sanitization, housekeeping of receptionist counter, clearing of any waste and devices are in good condition for following day operation. (settlement , sales report)
• report to ops - machine maintenance ( therapist and consultant / OM will fully responsible for it )

Continuous Improvement

• Collaborate with Outlet Manager & internal teams to continuously improve customer service & operational processes.

Additional Responsibilities

• To maintain a professional appearance and demeanor at all times, uphold the company's standards of cleanliness and hygiene, and contribute to creating a welcoming and positive atmosphere for customers.

Requirements:

• Minimum SPM holder with 1 year in hospitality industry
• Excellent communication and interpersonal skills
• Ability to adapt communication style to different target audience.
• Enthusiastic and a self-starter with a strong drive for customer satisfaction and excellence
• Demonstrates a strong curiosity to learn, sense of urgency, agility and a genuine commitment to deliver the best performance
• Friendly, organized, and detail-oriented individual
• Ability to communicate in English, Bahasa Malaysia and Mandarin is preferred.

Job Type: Full-time
Pay: RM2,000.00 - RM2,900.00 per month
Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Holidays
• Rotational shift
• Weekend jobs

Supplemental Pay:

• Yearly bonus

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)