Responsible for greeting clients and delivering exceptional customer service assistance. This includes answering calls and attending to emails, addressing client’s enquires and needs, providing a warm and welcoming environment to clients. The Welcome Host will also be responsible for the management of client's appointment for the boutique.
Reception
- Boutique generic public phone-line:
- Answer boutique calls in a timely manner (within 5 rings)
- Screen and forward phone calls to the necessary personnel (within the boutique)
- Boutique generic public email account:
- Assign emails from existing client to SA who is their follower
- Equitably assign emails from new client to an SA, in accordance to the language needs of the client
- Reply to boutique’s emails for appointment requests and call backs, this includes planning boutique team’s planned appointments, and walk in rostering.
- Track how many emails are fielded to each SA a day.
- In person:
- Screen customers and monitor access to boutique
- Inform retail staff of customer’s arrivals or cancellation of appointments
Customer Experience
- To provide excellent customer service as the first point of contact to welcome customers
- Connecting customers with retail staff based on the appointments arranged
- Serves customer by greeting and complete procedures when guests arrive and leave (serving drinks beverage and welcome material)
- To prioritize incoming visitor and phone traffic effectively and smoothly
- Ensure CRM data capture for all new clients’ arrival
- Ensure that the boutique front area is in presentable condition
Administrative
- Key contact person for managing client appointment for the boutique
- Update calendars and schedule meeting for retail staff
- Assist Boutique Manager in roster planning.
- Record the boutique traffic data on daily basis and submit the report to relevant managers
- Track welcome materials inventory (drink and beverages for customer) and inform the person in charge for any replenishment required