Customer Service Agent

Company Description

The first Clinique La Prairie flagship skin care clinic outside of Europe, Longevity Hub by Clinique La Prairie is a haven of rejuvenation and wellbeing offering state of the art aesthetic treatments provided by industry leading medical experts.

A retreat from the hectic pace of the city, combine your scientifically proven treatment for anti-ageing, beauty, slimming and wellness with our luxurious relaxation facilities.

Job Description

To assist management in daily operations and ensure guest satisfaction. To have the first contract with the guest and ensure all interactions are pleasant and service oriented.

Key Responsibilities

• To answer all incoming phone calls in a professional and friendly manner.
• To answer all guest questions regarding spa offerings, appointment availability, length and cost of treatments.
• To effectively suggest alternatives to guests if their first requests cannot be met.
• To schedule appointments in such a way that team member is available to handle all bookings, or work with other Spas to have team member sent in for assistance.
• To politely confirm time of appointment and cancellation policy to all guest before ending phone conversations.
• To interact with guests, including but not limited to:
  • Dealing with guest complaints.
  • Conducting spa tours.
  • Assisting with spa promotions.
  • Assisting with journalist visits and photo shoots.
  • Conducting travel agents site inspections.
  • Offering complementary 5 minutes massages after conducting spa tour.
  • Presenting complimentary gifts to guest after conducting spa tour.
• To assists in the ongoing practice of dialogues in English, regarding spa treatments and dialogues during treatments.
• To be well informed and educated in all aspects of Spa facilities, policies and procedures.
• To supervise completion of tasks regarding all daily check list and delegated tasks as necessary to team member to ensure completion in a timely manner.
• To insure complete preparation of weekly requests of par stocks and supplies.
• To assist in the preparation of reports, including:
  • Staff attendant: sick leave holidays, unpaid time off, ceremonies, etc.
  • Guest complaints, incident reports regarding staff or guest.
  • Monthly summary of treatments and guest information.
  • Daily sales of services and retail.
• To have a complete understanding of and adhere to the company’s policy and procedures.
• To have a complete understanding of and adhere to the company’s policy related to fire, hygiene, health and safety.
• To report for duty punctually and wear the correct uniform with the name badge at all times.
• To carry out the other duties as assigned by the management team.
• To establish good relationship and rapport with guests and colleagues.
• To ensure the cleanliness and hygiene in work areas.

Qualifications

• Bachelor Degree in any related field.
• Minimum 2 years’ experience in hospitality industry.
• Spa Therapist knowledge is advantage.

Personnel Requirements

• Fluent in spoken and written English.
• Self-confident.
• Positive attitude toward leadership and team work.
• Well groomed.
• Good in interpersonal skill.