Customer Service Manager

Job Summary

Manage and lead the salon front desk team to deliver exceptional customer experiences. Collaborate with management to plan and execute customer‑centric daily operations, drive customer retention, and ensure smooth administrative and operational functions.

• Lead and train the front desk team to consistently deliver excellent customer service and enhance client satisfaction at the salon
• Collaborate with management to develop and implement daily operational plans focused on improving customer retention and experience
• Oversee front desk activities including appointment scheduling, customer enquiries via phone, text, and email, and payment processing to ensure efficient service delivery
• Professionally resolve customer feedback to maintain high service standards and foster positive client relationships
• Maintain and update the client database accurately to support customer follow‑ups and appointment reminders
• Follow up proactively with customers regarding upcoming appointments to reduce no‑shows and improve client engagement
• Ensure the cleanliness and organization of the front desk area and product shelves to uphold salon presentation standards
• Serve refreshments to customers to enhance their overall salon experience
• Perform ad‑hoc duties as assigned by management to support salon operations

• Proficient in English language to communicate effectively with customers and team members
• Demonstrated problem‑solving skills to independently address customer and operational issues
• Willingness to work on weekends to support salon operating hours
• Previous experience in customer‑facing roles preferred
• Strong communication and interpersonal skills
• Responsible, meticulous, trustworthy, punctual, and positive attitude with a friendly demeanour

• Annual Bonus + Performance Bonus in a year
• Complimentary hair grooming throughout the employment