Customer Service Representative at Upbeat Centre

Job Objective

• Carry out daily operations of the Front Desk to ensure smooth running of all processes and ensure that guests are attended to in an efficient and timely manner.

Principal Duties & Responsibilities
Daily Operations:

• Keep the reception area and back office till clean and free of debris. Glass doors should be free of smudges and stock is properly stored. Call on the cleaners where needed.
• Receive and welcome guests in line with Upbeats Standard and ensure all first-time guests sign the waiver forms.
• Prepare and update accurate daily sales on the cash register and ensure sign off at the end of each shift.
• Work with the Team Lead to ensure each till is balanced at the end of each shift; make sure all variances/incidents are logged accordingly.
• Confirm cash and POS; reconcile stock; complete cash register and drop cash envelope in the drop safe.
• Work with Team Leads to ensure that all systems (EZ runner, waiver station, computers, TVs, POS) have limited downtime. Follow contingency SOP when the situation arises.
• Comply with daily workflow and checklist procedures; ensures that correct procedures are followed to enhance work efficiency.
• Attend all scheduled departmental trainings and ensure each training attendance is signed and submitted to Team Lead.
• Follow up with/escalate customers complaints/feedback and complete logbook accordingly. Update all feedback received on Glitch.
• Upsell/cross-sell upbeat’s products and services.
• Generate or prepare reports as required by Team Lead.
• Receive and validatepayments made; accurately record payments and issue receipts where necessary.

Customer Service:

• Populate /carry-out attendance records for all Upbeats activities are accurately and regularly.
• Always receive guests warmly.
• Attend to guest’s enquiries, respond to/resolve/escalate issues or requests from customers.
• Be updated on all Upbeats products/packages, respond accurately to all enquiries, cross sell other products and services and effectively convert enquiries or potential customers.
• Feedback to Team Leads issues/conflicts requiring resolution.
• Liaise with the sales team to process guests’ reservations; confirm availability, ensure payment is made and approved and confirm registration to guest and appropriate unit.
• Liaise with team leads for interdepartmental communication through the proper channel(s).

Inventory:

• Ensure that proper records are taken for all stock received from the Team Lead and reconcile the inventory recorded at the beginning of the shift against end of shift sales.
• Document all operational activities and prepare status report as required by the Team Lead.
• Ensure that the till stock levels for upbeat socks and hand tags does not go below reorder level; raise stock requisition as at when due to ensure consistency.
• Work with the Accountant to evacuate sales envelopes from the drop safe while ensuring accurate reconciliation of all recorded transactions as assigned by the team leads.

Competency & Skills Requirements

• Good interpersonal skill and communication skills.
• Excellent customer service and people management skills.
• Ability to learn quickly and utilise trade tools/software.
• High degree of diligence and commitment.
• Good attention to detail and accuracy.
• High level of honesty and reliability.
• Must have an aptitude for numbers.

Person Specification:

• God grooming and professional outlook.
• Must have excellent customer interaction skills.
• Ability to manage crisis/conflict and have a good sense of tact and diplomacy.
• Good attention to details and able to work under pressure.
• Must be able to manage multiple priorities and take initiative.
• Have an enquiring mind set; consistently seeking innovative ways to deliver without compromising quality.
• Must be trustworthy and reliable.