Customer Service ManagerNATURELAND GROUP PTE. LTD. • Singapore, Singapore, Singapore
Customer Service Manager
NATURELAND GROUP PTE. LTD. • Singapore, Singapore, Singapore
14 days ago
Job descriptionArrange 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. Check stock levels regularly, reorder supplies when running low. Ensure supplies and stock usage are accurately recorded and accounted for. Handle customer complains on-premises in a professional and calm manner. Take ownership of customer issues, follow up, and resolve in a timely manner. Ensure cash sales, petty cash, and system tallies are accurate and reconciled daily. 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. 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.
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
Inventory & Facility Management
Complain Handling and Service Recovery
Financial Handling
Customer Service Excellence and Reporting
Compliance and Resource Management
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Customer Service Manager • Singapore, Singapore, Singapore
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