Senior Customer Service Officer

What is INITIA?

The biggest lifestyle beauty lounge. INITIA Group sets out to find a consumer service business that is experience-based, differentiated and advantaged, non-seasonal, non-cyclical, highly predictable, has strong senior management, and strong online presence. Initia has been in the beauty industry and has created a series of new concept salons that blend with lifestyle and trends to provide unique and fascinating lounges.

Initia is not just doing beauty business alone, but it also has business in the F&B Industry and Art. It has been around for years and it has been working with local and many Korean companies in Singapore and in Malaysia.

We are hiring a Senior Customer Service Officer to manage customer queries and complaints. CSO mainly handles all customer related concerns, and complaints. Address all needs of our customers and ensure an exceptional guest experience.

DUTIES & RESPONSIBILITIES :

• Manage, mentor and coach the Customer Service team(all branches) with the team lead and other team members to achieve quality and productivity for optimal customer experience
• Continuously train and upskill existing and new Customer Service team, management team, stylists,and hair assistants to provide actionable feedback with meaningful career progression in the team.
• Recruit and structure the Customer Service team to ensure proper manpower support and thoughtful people’s management for sustainable development of the team
• Collaborate with the senior management team to share latest customer insights on the ground and provide suggestions on designing & curating the best user experience.
• Experienced customer service enthusiast – you’ve racked up at least 5 years of experience in bringing happiness to customers, with Customer Service team management experience. Experience in recruiting and building up a team with proper QA & training structure
• Attend and welcome visitors and customers by providing good customers service and maintains customer records and monitor their appointment
• Investigate and solve product and service complaints
• Follow the company procedures and regulations
• Implement & improve customers retention and also to bring in more new customers
• Helps to maintain clean, hygiene and cozy environment
• Assist in other area, if needed from time to time

QUALIFICATIONS :

• Must have 5-year proven working experience in customer service.
• Professional looking and well-groomed that best fits our salon image.
• Good and precise communication skills.
• Customer Service oriented and passionate about serving customers.
• Prior experience in the beauty line would be advantageous.
• Ability to stay calm and excellent in handling difficult customers.
• Comfortable using computers.

BENEFITS :

• Training for development is provided.
• Opportunity for career progression.
• Staff Discounts.
• Birthday Vouchers.
• Annual Leave, Marriage and Compassionate leaves.
• Good performance annual increment.
• Referral incentive.