A. 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).

Telephone Etiquette

· 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.

Billing Management

· 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.

Product Sales

· 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)

Inventory Management

· 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 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.

· To achieve PMS target on monthly basis for sales target equivalent to 4 times of salary and getting minimum 30 customer reviews on Google. The targets are subject to change as per business requirement with prior intimation to employee.