Job Description

EMIRATI NATIONALITIES ONLY 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) Application Question(s): • Are you an Emirati? Experience: • CCE: 1 year (Preferred)