Job Description

Preferred female for this position

Appointment Management
The Appointment Management for the respective center is a key responsibility of the CCE, details include the following:
? To effectively manage the appointments for the center on a daily basis
? To 100% adhere to the VLCC guidelines for appointment management
? To ensure appointments are scheduled / rescheduled & confirmed after referring to appointment planner
? To coordinate with Center Head, Slimming & Beauty Head to plan & ensure the executions are booked proactively
? To ensure reminder call is made to the client a day prior to their appointments
? To handle conflict between Appointment Planner & Slimmer's App appointment (if any)
Telephone Etiquette
The CCE is responsible for following the VLCC Telephone Etiquette guidelines, details as follows :
? To 100% adhere to the VLCC guidelines for call opening and closing
? To maintain a professional tone of voice that represents the VLCC brand values
? To answer every call within 3 rings & maintain English as our official language of communication
? To adhere to the right call hold & transfer standards
? To para-phase where required to establish understanding with customer request
? While transferring a call, ensure you speak to the concerned person/staff/dept head and then connect the call
? To summarize the call details to the satisfaction of the customer requirement
Region Middle East & Africa Department Admin
Reports to Direct Reporting - Center Head
Position
Supervised
NIL
CORE RESPONSIBILITIES:
(The responsibilities include but are not limited to the following)
CUSTOMER DELIGHT
SERVICE EXCELLENCE
- Customer Care Executive
P a g e 3 | 6
JD_CCE_VLCC
Billing Management
The CCE is responsible for the billing function for each customer who visits the center, responsibilities include following :
? To ensure each invoice is raised in the CLM
? To ensure that the invoice is 100% accurate
? To ensure the correct financial payment is recvd. for each invoice basis customers preference
? To ensure that the invoices are reconciled with the cash recvd. at the end of the day
? To ensure that the customer does NOT have to wait more than 5 minutes to complete the billing process
Product Sales
The CCE is responsible for the sale of VLCC / other retail products at the center, focus required is as follows:
? To have thorough knowledge of FAB's (Features, Advantages & Benefits) for the retail product range
? To sell the retail product/s at the point of billing to each customer (per customer need analysis)
Inventory Management
The CCE is responsible for the entire inventory management, details include the following :
? To ensure availability of stock as per the center requirements
? To manage the stocks judiciously and forecast stock requirement
? To seek stock requirement from respective heads of Slimming, Beauty, Dermat & Laser categories
? To check supply invoices against purchase orders & make necessary reports on adjustments to inventories
? To check on damaged/expired stock and remove from stock inventory immediately
? To make sure all the transactions are recorded in the software
? To identify and highlight surplus / obsolete stock to Centre Head on periodic basis
? For products where expiry is due in 6 months, details must be escalated to the Centre Head separately
Resolve Customer Complaints
The CCE is the first point of contact for the center & thus is responsible for all customer complaints & grievances for the center,
along with taking ownership to resolve same in a timely fashion. Details include the following:
? To listen to each customer complaint / grievance with empathy
? To list & share the customer compliant with the center manager
? To maintain a positive, empathetic and professional behavior while the customer shares his grievance
? To acknowledge, listen and resolve customer complaints patiently & ensure resolution in a timely manner
? To track every customer interaction, transaction, request and report to support office for resolution immediately where the
customer compliant requires an escalation to the Centre Head / Business head
Documentation
? To accurately record entries during any Inquiry/followup or during sale
? To ensure filing of necessary documents, mail-outs & record keeping
? To participate in indoor outdoor duties in events as directed by Center Head

Job Type: Full-time

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Experience:

• CCE: 1 year (Preferred)