Client Coordinator

Overview

The Client Coordinator will be the first point of contact . The role is responsible for directly interacting with clients, understanding their concerns, and directing them to the proper treatment or department at Skin Laundry's medical facilities. This position is responsible for ensuring quality control and excellence in customer service is being delivered to our valued clients. The role includes coordinating front-desk activities, scheduling client appointments, redirecting phone calls, welcoming clients, explaining policies to clients, opening new client files, opening the office in the morning, closing the office in the evening, and maintaining the reception area.

Responsible For

Operations · Coordinates front-desk activities, schedules patient appointments, redirects phone calls, opens new patient files etc. · Maintains the Reception area. · Introduces and explains new services, promotions, offers, packages etc. to all clients. · Meets with new clients and provides them with a brief introduction to Skin Laundry's services and departments. · Explaining the pricing of initial services. · Confirms bookings, follows up on no-shows and cancellations. · Follows up on all new clients (by phone) one day post treatment to record their feedback on their experience and book their next appointment. · Communicates areas of improvement to the concerned departments to the Regional Clinic manager. · Responsible for gathering client feedback and reporting the same to the Regional Clinic manager. · Liaises with the marketing team in assisting with any influencers visiting Skin Laundry's medical facility. · Requests and encourages clients to complete surveys and share their reviews on their experience. · Maintains an active report on the status of all new clients as a quick reference for others when off-duty. · Ensures that the client database is updated, and all relevant information is recorded. · Recommends ideas for promotions or new offerings, if required, based on client feedback. · Effectively communicates and delegates tasks when necessary. · Ensures a proper handover is done before going on leave. · Adheres to the Skin Laundry's vision and brand values. · Adheres to Skin Laundry's telephone standards. · Performs other duties as assigned. 2.2 Sales & Marketing · Promotes and upsells new service and product additions. · Introduces promotions, offers, packages etc. · Actively sells packages, memberships, gift vouchers and retail products. · Focuses on meeting and exceeding targets provided by management. · Attends weekly meetings with the regional clinic manager to review reports, share feedback and brainstorm. · Manages community management upon successfully handling all enquires and leads. · Assists with weekly and monthly reports as directed by the line manager. · Responsible for requesting for marketing collateral and communication, as needed · Reports any potential marketing leads to the regional clinic manager. 2.3 Personal responsibilities · Applies oneself to the job, continually upgrades oneself, and embraces Skin Laundry's core values. · Always demonstrates professional accountability and responsibility. · Maintains the strictest confidentiality and performs all duties in a professional manner. · Maintains own staff development folder to record all educational and professional growth activities.