Role Overview:

The Therapist is responsible for recommending and selling the appropriate treatment and products to customers, performing all treatment services according to Porcelain’s standards and achieving sales goals every month.

Responsibilities & Duties:

• Perform treatment services according to standards set by the company.
• Assess clients’ needs and provide professional advice.
• Recommend, educate, and promote suitable treatments and products to clients.
• Ensure client’s satisfaction and comfort after each treatment therapy.
• Prepare treatment rooms and maintain cleanliness & neatness of workstations.
• Assist in checking and maintaining inventory and treatment supplies.
• Provide administrative support in terms of customer care, including scheduling appointments and maintaining accuracy in customers’ treatment logs.
• Build rapport and establish good relationships with customers to ensure customer retention.

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Role Overview:

A Client Relations Executive role is to initiate and nurture steady relationships with all customers. An effective Client Relations Executive should maintain contact with clients, work to understand and advise them on which of Porcelain’s products or treatment services could best support their needs at the same time ensuring the alignment with Porcelain’s philosophy and objectives.

Responsibilities & Duties:

• Performing basic front desk duties like attending to walk in customers, answering email, phone or appointment booking enquiries in a professional manner and up to customer’s satisfaction.
• Ensure all interactions with customers are handled professionally with care and adhering to company’s policies and procedures, escalating feedbacks or complaint cases where required.
• Communicate and work closely with therapists on skin analysis & consultation with customers to ensure maximum customer satisfaction.
• Build rapport and establish good relationship with customers to ensure customer retention & loyalty.
• Follow up with clients about their skin conditions and treatment progress.
• Record and update all communication with clients in the CRM system (Zenoti) in a timely and accurate manner.
• Equipped with sales, customer service and skincare knowledge to educate customers on Porcelains Products & Services
• Promote & up-sell products, services, and package to maximize sales opportunities where possible.
• Support in checking and managing store product inventories and requisition.
• Manage POS, payment terminals and day-to-day store opening and closing procedures.
• Maintain Outlet’s Tidiness and Cleanliness
• All other reception and administrative duties as required.

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Role Overview:

A Customer Success Admin is responsible for developing and maintaining customer relationships via Porcelain’s various live chats and communication platforms. The CS Admin will also actively connect with customers to ensure they are satisfied with the services they receive, provide solutions upon areas of dissatisfaction, and escalate feedback to management whenever required. The Incumbent Is expected to embrace the Porcelain values and philosophy when communicating to all external and internal parties.

Responsibilities & Duties:

• Manage all incoming and outgoing enquiries from customers via various communication platforms. (e.g., Zendesk, Freshdesk, Freshchat, Privyr, WhatsApp, SMS etc.)
• Support in establishing automated standards in answering machines.
• Build rapport and establish good relationship with customers to ensure customer retention & loyalty.
• Communicate and work closely with the front desk and therapist team to ensure maximum customer satisfaction.
• Equipped with sales, customer service and skincare knowledge to educate customers on Porcelain’s Products & Services.
• Handling and replying promptly to all customers enquire and providing the best solutions to them.
• Cultivate new leads by suggesting Porcelain’s service and product offerings.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Weekly reporting and feedbacks on the efficiency of the customer service process.
• All other projects and administrative duties as required.

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Role Overview:

The Retail Management Trainee (MT) will participate in necessary training programs that are designed to equip the role with the proficiency and expertise of a manager. The incumbent will get up close and personal with our business and various support units, gaining experience and insight in both the business and industry in the form of hands-on experiential learning and rotation.

Upon the successful completion of the Management Trainee Program, the MT will be granted a junior manager role within the operations department. E.g., Assistant Branch Manager or Sales & Operations Role.

Responsibilities & Duties:

• Manage the day-to-day operation procedures for every branch.
• Ensuring all POS transactions, administrative paperwork and reports are completed accurately and in a timely fashion.
• Oversee general maintenance, cleanliness, and facility management.
• Perform a Client Relations Executive role
• Ability to inspire others to work toward a common vision and purpose. 
• Ability to lead and keep employees motivated.
• Create and plan schedules, order supplies, and write reports.
• Identify Customer Engagement/Process improvements
• Creating a culture of service in the store and lead the sales team to meet sales targets.
• Provide retail advice suited to customer needs.
• Assist customers in inquiries, sales purchase, and client relation activities.
• Maintain and manage merchandise inventory.
• Analyse and examine sales numbers
• Read Data Analytics which is required to provide constructive feedback for better business planning.
• Assist in maintaining the database quality in CRM systems by identifying invalid or incorrect data and advising the customer service team
• Work with digital and advertising agency on social media updates
• Provide support to plan, execute, and manage online marketing campaigns and contribute creative ideas on improvement plans to increase online platforms engagement
• Perform Marketing research and other marketing related activities
• Propose and implement marketing promotions and ideas
• Prepare and analyse market reports
• Contact clients, providing advice and uphold brand values
• Ad hoc projects and other leadership roles

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