Customer Service Manager

Job Summary

Manage and lead the salon front desk team to deliver exceptional customer experiences. Collaborate with management to plan and execute customer-centric daily operations, drive customer retention, and ensure smooth administrative and operational functions.

Responsibilities

• Lead and train the front desk team to consistently deliver excellent customer service and enhance client satisfaction at the salon
• Collaborate with management to develop and implement daily operational plans focused on improving customer retention and experience
• Oversee front desk activities including appointment scheduling, customer enquiries via phone, text, and email, and payment processing to ensure efficient service delivery
• Professionally resolve customer feedback to maintain high service standards and foster positive client relationships
• Maintain and update the client database accurately to support customer follow-ups and appointment reminders
• Follow up proactively with customers regarding upcoming appointments to reduce no-shows and improve client engagement
• Ensure the cleanliness and organization of the front desk area and product shelves to uphold salon presentation standards
• Serve refreshments to customers to enhance their overall salon experience
• Perform ad-hoc duties as assigned by management to support salon operations

Requirements

• Proficient in English language to communicate effectively with customers and team members
• Demonstrated problem-solving skills to independently address customer and operational issues
• Willingness to work on weekends to support salon operating hours
• Previous experience in customer-facing roles preferred
• Strong communication and interpersonal skills
• Responsible, meticulous, trustworthy, punctual, and positive attitude with a friendly demeanour

Benefits

• Annual Bonus + Performance Bonus in a year
• Complimentary hair grooming throughout the employment