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 @ https://linktr.ee/blown.co.in
Job 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 India's 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 client's needs.

• Recommending products and services as per the client's 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 client’s 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 client's issues politely and professionally.
• Attending training programs provided by the organization.
• Adhering to the rules and regulations of the company.

Requirements

• Bachelor’s 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.