Customer Care Executive - EMIRATI NATIONAL

VLCC International LLC
AE - dubai
November 16, 2024

BU-Dept: Administration

Job Title: Customer Care Executive

Date: 29-Oct-24

A. Purpose and Scope

Primary responsibility is to take care of VLCC customers and deliver 100% customer satisfaction. Along with the Centre Head and remaining team deliver a 'Customer First' culture which is reflective of VLCC as a leading Wellness brand.

Appointment Management

To effectively manage the appointments for the center daily.
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).
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. While transferring a call, ensure you speak to the concerned person/staff/dept head and then connect the call.
To ensure each invoice is raised in the LMS and ensure 100% accuracy.
To ensure the correct financial payment is received for each invoice basis customers preference.
To ensure that the invoices are reconciled with the cash received 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.
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).
To ensure availability of stock as per the centre 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 a periodic basis.
For products where expiry is due in 6 months, details must be escalated to the Centre Head separately.

Customer Complaints and Addressing

To listen to each customer complaint/grievance & share with the centre manager when required.
To maintain a positive, empathetic and professional behaviour with the customer.
To demonstrate a smiling and cheerful attitude while meeting & greeting the customers.
To acknowledge, listen and resolve customer complaints patiently & ensure resolution in a timely manner.
Support in other duties and responsibilities as assigned from time to time.

Desired Candidate Profile

Qualification, Knowledge, Experience

Academic Qualification & Professional Qualification: Minimum requirement - Metric qualified.
Experience (minimum preferred): Total 1+ years of experience required in sales/managing marketing.

Technical Requirements:

Expertise in related domain.
Computer literate.
Good command of the English language.
Communicates strategically & Influencing (Both written & verbal).
Building Partnerships/Networking/Relationship/Customer Loyalty.

VLCC International LLC

Read the full job description and apply online on the recuiter's web-site

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