Department: Customer Service

Reports To: Floor Manager

Summary: The Customer Service Executive is the frontline representative of Hikky's Hair, responsible for delivering exceptional customer service and ensuring client satisfaction. This role involves handling inquiries, resolving issues, and proactively engaging with clients to build lasting relationships.

Key Responsibilities:

● Customer Support:
○ Respond promptly and professionally to client inquiries via phone, email, social media, and
in-person.
○ Investigate and resolve customer complaints, offering timely solutions and alternatives.
○ Maintain detailed records of customer interactions and issue refunds or compensation
when necessary.
○ Analyze customer feedback and data to identify areas for service improvement.

● Client Relationship Management:
○ Warmly welcome clients, providing a positive first impression and salon tour for new
customers.
○ Build and nurture relationships with clients through open communication and personalized
service.
○ Proactively follow up with clients after appointments to ensure satisfaction and gather
feedback.

● Sales Support:
○ Develop in-depth product knowledge to effectively assist clients with selections.
○ Identify and communicate potential sales leads or opportunities to the sales team.

● Operational Support:
○ Efficiently manage appointments and bookings using scheduling software.
○ Collect and maintain accurate client records, including contact information and service
history.
○ Process customer accounts, file documents, and ensure organized record-keeping.
○ Confirm payments and issue receipts.
○ Collaborate with stylists to track and manage client orders, ensuring timely delivery and
adherence to company standards.

Key Performance Indicators (KPIs):

● Customer Satisfaction: Measured through surveys, feedback forms, and online reviews.
● Response Time: Average time taken to respond to client inquiries across all channels.
● Resolution Rate: Percentage of customer complaints or issues resolved satisfactorily.
● Client Retention: Percentage of repeat clients over a specific period.
● Sales Conversion: Track how often customer service interactions lead to sales or additional services.

Standard Operating Procedures (SOPs):

● Inquiry Handling:
○ Respond to all inquiries within [specified timeframe], prioritizing urgent issues.
○ Utilize a CRM system to track and manage client interactions.
○ Follow established communication protocols for different channels (phone, email, social
media).

● Complaint Resolution:
○ Listen actively to client concerns and empathize with their situation.
○ Investigate the issue thoroughly and offer appropriate solutions or alternatives.
○ Follow up with the client to ensure the issue is fully resolved and they are satisfied.

● Appointment Management:
○ Master the salon's scheduling software to efficiently book and manage appointments.
○ Confirm appointments with clients 24 hours in advance.
○ Handle rescheduling requests promptly and professionally, minimizing disruptions.
○ Manage walk-in clients efficiently, ensuring they feel welcomed and accommodated.

● Client Relationship Building:
○ Greet every client with a warm smile and personalized attention.
○ Maintain a friendly and approachable demeanor throughout interactions.
○ Proactively reach out to clients to offer assistance, provide updates, or gather feedback.

● Sales Support:
○ Stay informed about all products and services offered by Hikky's Hair.
○ Actively listen to client needs and preferences to recommend suitable options.
○ Communicate potential sales leads or upselling opportunities to the sales team.

● Administrative Tasks:
○ Maintain accurate and up-to-date client records in the CRM system.
○ Process payments and issue receipts promptly.
○ Assist with staff scheduling and timekeeping as needed.
○ Contribute to the development and improvement of customer service procedures and
policies

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Curabitur lacinia purus vitae lorem porttitor fermentum. In in mattis erat mattis libero. Donec volutpat faucibus elit cursus interdum. Class aptent taciti sociosqu ad litora torquent per conubia nostra, per inceptos himenaeos.