Client Service Lead at Future Moves Recruitment Agency (FMR Agency)

Future Moves Recruitment Agency (FMR Agency) is an HR recruitment and consulting agency, providing consulting services to individuals and organizations.

Job Title: Client Service Lead

Location: Ikoyi, Lagos

Employment Type: Full-time

Job Description

• The Client Service Lead oversees client service operations, ensuring a seamless and memorable experience for every client.
• This role involves coordinating with the salon team to maintain high standards of service, handling client inquiries and feedback, and supporting team members in providing exceptional customer care.
• The ideal candidate should have strong interpersonal skills, be highly organized, and possess the ability to lead by example in a fast-paced environment.

Key Responsibilities
Client Experience Management:

• Greet clients warmly, ensure their comfort, and address their inquiries or concerns.
• Oversee the appointment booking process, ensuring accuracy in scheduling and minimizing wait times.
• Gather client feedback and implement improvements to enhance the salon experience.

Team Coordination and Leadership:

• Lead front desk and customer service staff, fostering a positive, client-centered culture.
• Coordinate daily operations with stylists and technicians to ensure smooth client flow and service efficiency.
• Provide regular training on customer service best practices, product knowledge, and service protocols.

Customer Relationship Building:

• Develop and maintain relationships with regular clients, creating and updating personalized client profiles and preferences.
• Communicate promotional offers, new services, and loyalty programs to enhance client retention.
• Resolve client issues or complaints professionally, escalating cases as necessary.

Operational Support:

• Manage client bookings, cancellations, and reschedules to optimize the daily schedule and minimize downtime.
• Maintain and update client records in the salon’s customer management system.
• Ensure all areas of the salon, especially the reception area, are clean, organized, and welcoming.

Sales and Revenue Support:

• Promote retail products and upsell salon services to meet sales goals.
• Track client service and product purchases to assist in analyzing revenue opportunities.
• Prepare and present client service performance reports and improvement recommendations to the Operations Lead.

Brand representation:

• Act as a brand ambassador, maintaining professional, discreet, and luxurious experiences for clients.
• Other duties as assigned by management.

Requirements

• Bachelor’s Degree or equivalent experience in customer service, business, or a related field.
• 3 – 5 years of proven experience in a customer service or client relations role, preferably within the beauty or hospitality industry.
• Strong leadership abilities with experience in managing or supervising a team.
• Excellent verbal and written communication skills, with a client-focused attitude.
• Proficiency in customer management software and inventory management tools (e.g., Timely or other scheduling systems).
• Problem-solving skills and the ability to remain calm under pressure.

Salary

• N200,000 / Month.

Application Closing Date
31st March, 2025.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.