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:
\xe2\x9d\x96 To effectively manage the appointments for the center on a daily basis
\xe2\x9d\x96 To 100% adhere to the VLCC guidelines for appointment management
\xe2\x9d\x96 To ensure appointments are scheduled / rescheduled & confirmed after referring to appointment planner
\xe2\x9d\x96 To coordinate with Center Head, Slimming & Beauty Head to plan & ensure the executions are booked proactively
\xe2\x9d\x96 To ensure reminder call is made to the client a day prior to their appointments
\xe2\x9d\x96 To handle conflict between Appointment Planner & Slimmer\xe2\x80\x99s App appointment (if any)
Telephone Etiquette
The CCE is responsible for following the VLCC Telephone Etiquette guidelines, details as follows :
\xe2\x9d\x96 To 100% adhere to the VLCC guidelines for call opening and closing
\xe2\x9d\x96 To maintain a professional tone of voice that represents the VLCC brand values
\xe2\x9d\x96 To answer every call within 3 rings & maintain English as our official language of communication
\xe2\x9d\x96 To adhere to the right call hold & transfer standards
\xe2\x9d\x96 To para-phase where required to establish understanding with customer request
\xe2\x9d\x96 While transferring a call, ensure you speak to the concerned person/staff/dept head and then connect the call
\xe2\x9d\x96 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
\xe2\x80\x93 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 :
\xe2\x9d\x96 To ensure each invoice is raised in the CLM
\xe2\x9d\x96 To ensure that the invoice is 100% accurate
\xe2\x9d\x96 To ensure the correct financial payment is recvd. for each invoice basis customers preference
\xe2\x9d\x96 To ensure that the invoices are reconciled with the cash recvd. at the end of the day
\xe2\x9d\x96 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:
\xe2\x9d\x96 To have thorough knowledge of FAB\xe2\x80\x99s (Features, Advantages & Benefits) for the retail product range
\xe2\x9d\x96 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 :
\xe2\x9d\x96 To ensure availability of stock as per the center requirements
\xe2\x9d\x96 To manage the stocks judiciously and forecast stock requirement
\xe2\x9d\x96 To seek stock requirement from respective heads of Slimming, Beauty, Dermat & Laser categories
\xe2\x9d\x96 To check supply invoices against purchase orders & make necessary reports on adjustments to inventories
\xe2\x9d\x96 To check on damaged/expired stock and remove from stock inventory immediately
\xe2\x9d\x96 To make sure all the transactions are recorded in the software
\xe2\x9d\x96 To identify and highlight surplus / obsolete stock to Centre Head on periodic basis
\xe2\x9d\x96 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:
\xe2\x9d\x96 To listen to each customer complaint / grievance with empathy
\xe2\x9d\x96 To list & share the customer compliant with the center manager
\xe2\x9d\x96 To maintain a positive, empathetic and professional behavior while the customer shares his grievance
\xe2\x9d\x96 To acknowledge, listen and resolve customer complaints patiently & ensure resolution in a timely manner
\xe2\x9d\x96 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
\xe2\x9d\x96 To accurately record entries during any Inquiry/followup or during sale
\xe2\x9d\x96 To ensure filing of necessary documents, mail-outs & record keeping
\xe2\x9d\x96 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)