Job Overview:
We are seeking a dedicated and experienced Customer Service Manager to lead our front-of-house team and ensure a premium, client-centered experience at our aesthetic clinic. You will be responsible for overseeing the daily operations of the reception and client service team, handling client concerns, optimizing appointment scheduling, and maintaining high standards of hospitality in line with the clinic’s brand and values.
Key Responsibilities:
- Team Management & Leadership:
Supervise, train, and support the front desk/reception team.
Monitor performance and provide regular feedback and coaching.
Schedule staff to ensure adequate coverage during clinic hours. - Client Experience:
Ensure every client receives a warm, professional, and personalized experience from initial contact through post-treatment follow-up.
Handle client inquiries, concerns, and complaints with empathy and efficiency.
Maintain a clean, calm, and welcoming reception area. - Operations & Administration:
Oversee client bookings, treatment schedules, and ensure optimal use of practitioner time.
Collaborate with clinical and marketing teams to support promotions, loyalty programs, and special events.
Implement and maintain SOPs for customer service processes and policies. - CRM & Communication:
Maintain accurate client records in the CRM system.
Ensure consistent follow-ups, appointment reminders, and feedback collection.
Analyze client feedback and implement improvements based on data and insights. - Sales Support:
Train staff on upselling and cross-selling treatments or products.
Work with the sales and marketing team to meet monthly targets and KPIs.
Requirements:
- Proven experience in customer service, preferably in the beauty, aesthetics, spa, or healthcare industry.
- Prior team leadership or management experience.
- Excellent communication and interpersonal skills.
- High level of professionalism, discretion, and customer empathy.
- Strong organizational and multitasking abilities.
- Familiarity with booking and CRM systems.
- Knowledge of aesthetic treatments and skincare products is a plus.
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