Customer Experience Lead

Customer Experience Lead

Blown is a niche offering dedicated to hairstyling haircuts hair blow-dry services hair color hair spas facials mani-pedis nail art and more. Our team of experts is equipped to get you ready to go in a wink. Our membership packages are the sweetest treat for yourself or someone special. Check-in blowout: everything we do stems from our belief that extraordinary hair days make all the difference. Learn more about us @ Overview

We are looking for a highly-motivated individual to join us as a Customer Experience Lead. You will play a key role in managing the Front Desk Department ensuring all customer queries are addressed professionally and promptly. Additionally you will be responsible for maintaining accurate records of client details and communications.
You should be able to oversee your team members and provide support as and when required. Also you should be able to conduct follow-up calls and send promotional emails to clients. You should have excellent communication skills and the ability to offer an enhanced customer experience.
To perform well in this job role you should display strong leadership skills and problem-solving abilities. Moreover you should be able to multitask and handle deadlines. Also demonstrating excellent work ethics is crucial for this job.
We take great pride in our entire team and here are some of the benefits they receive working with us:

• Working in a Salon that has won the award for Top 3 Retail spaces in Asia
• Free Haircuts and styling! Our team enjoys a certain amount of free services in the salon
• Safe and Secure environment especially for women to dress professionally and feel comfortable and confident doing so
• Enjoy the benefits of a Yearly Bonus Bucket for outstanding performance
• Our team celebrations include Wine. Why not enjoy it when we are Indias first Salon and Wine bar!
• And a lot more…

If you think you are fit for this job role and able to carry out these duties diligently please submit your job application now. We would love to hear from you.
Responsibilities

• Overseeing the Front Desk Department and other team members
• Understanding the products and services provided by the company.
• Knowing and identifying the clients needs.

• Recommending products and services as per the clients requirements.
• Maintaining and updating the client database.
• Assisting clients via calls emails messages etc.
• Preparing call scripts and manuals.
• Providing regular training sessions and workshops to the team members

• Recording and documenting the clients complaints.
• Diverting the call to the relevant departments.
• Providing excellent customer service and customer satisfaction.
• Maintaining the confidentiality of client information.
• Following up with the client as and when needed.

• Taking feedback from the clients.
• Training and supervising the new employees.
• Resolving clients issues politely and professionally.
• Attending training programs provided by the organization.
• Adhering to the rules and regulations of the company.

Requirements

• Bachelors degree in Business Administration Hotel Management or a related field.
• Experience working in the Customer Service department as a Customer Experience Lead Customer Service Manager or a similar position. Experience working in a luxury hospitality setting; a 5-star hotel experience is a strong advantage.
• Proficiency in Customer Relationship Management software such as Zoho Salesforce etc.
• Demonstrate the ability to deal with different personalities.

• Excellent phone etiquette skills.
• Ability to communicate in multiple languages.
• Good interpersonal and organizational skills.
• Exceptional data entry skills.
• Ability to remain calm in stressful situations.

• Ability to multi-task projects simultaneously.
• Working experience with MS Office Tools.
• Good reporting and analysis skills.
• Excellent time management skills.