Beauty Service Experience Associate

1 week ago

Toronto, Ontario, Canada Gee Beauty Full time
Job Description:

The Beauty Service Experience Associate plays a vital role in shaping the client's interaction with Gee Beauty. This position is responsible for delivering exceptional service, ensuring clients' needs are met efficiently and effectively throughout their journey with the company.

This role is critical in maintaining strong relationships with clients, managing inquiries and concerns, and fostering a positive and personalized client experience. The associate will collaborate closely with various internal teams to ensure clients receive top-tier service and support.

Key Responsibilities:

  • Client Onboarding & Engagement:
    • Guide new clients through the studio, ensuring smooth transitions and setting expectations for services/products.
    • Educate clients on company offerings, systems, and tools to help them fully leverage the services/products.
    • Build rapport with clients to understand their needs, preferences, and goals.
  • Client Support:
    • Serve as the primary point of contact for clients, addressing questions, concerns, and requests in a timely and professional manner.
    • Troubleshoot and resolve client issues, collaborating with other teams to ensure efficient problem-solving.
    • Ensure that clients are satisfied with the company's products or services and track client satisfaction metrics.
  • Relationship Management:
    • Develop and maintain long-term relationships with clients, ensuring ongoing satisfaction and loyalty.
    • Proactively reach out to clients to gather feedback, offer assistance, and ensure their needs are met.
    • Identify opportunities to upsell or cross-sell additional services or products based on client needs and business goals.
  • Client Feedback & Continuous Improvement:
    • Gather client feedback through surveys, interviews, and regular check-ins to understand their experience and areas for improvement.
    • Work with the internal teams to address feedback and help drive process improvements to enhance the client experience.
    • Monitor client satisfaction scores and follow up on areas needing improvement.
  • Collaboration with Internal Teams:
    • Act as a liaison between clients and internal teams (e.g., Sales, Product, Marketing, Operations) to ensure client expectations are clearly communicated and met.
    • Provide insights on client trends, concerns, and opportunities to relevant departments for continuous improvement.
    • Assist in the development and refinement of client experience strategies and processes.
  • Reporting and Documentation:
    • Maintain detailed records of client interactions, issues, and resolutions in the CRM system.
    • Provide regular reports on client satisfaction, service issues, and other KPIs to management.
    • Track client retention rates and analyze data to identify trends or areas requiring attention.

Required Skills and Qualifications:

  • A minimum of 2 years of experience in customer service, client success, or client support roles, preferably in the beauty industry.
  • Excellent verbal and written communication skills with a customer-first mindset.
  • Strong analytical and troubleshooting skills, with the ability to resolve issues independently or collaboratively.
  • Ability to build rapport and establish trust with clients quickly and effectively.
  • Strong time management and organizational abilities to manage multiple client requests and priorities.
  • Comfortable using CRM software (Salesforce, HubSpot, etc.), Microsoft Office Suite, and other relevant tools.
  • High attention to detail to ensure client needs are thoroughly addressed and properly documented.
  • A bachelor's degree in business, marketing, communications, or a related field is preferred but not required.

Estimated Salary: $55,000 - $65,000 per year

We Offer:

  • A competitive salary and benefits package.
  • Fully paid benefits and paid time off.
  • Paid lunch time and RRSP contributions after 5 years.
  • Extensive training in customer service, skincare, makeup, and business.
  • 50% discount on all products and 20% discount on services.
  • Constant support from management and leadership.

About Us:

Gee Beauty is committed to delivering exceptional service and building lasting client relationships. We strive to create a dynamic, collaborative work environment that fosters growth and development.

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