Back Office Administrator

Core Description

This role will be responsible to deliver the highest standards of customer service ensuring clients experience a seamless journey from booking, through greeting to departure. To act as the first point of call for all client enquiries, pro-actively sell Urban Retreat services including accurate recording of client information and processing of payments and reconciliation of cash.

Responsibilities:

• Ensure high levels of service delivery from greeting to departure, initiating customer contact and anticipating needs.
• Ensure customers are fully informed of any requirements for patch tests, consultation and adhere to the booking guidelines.
• Proactively up-sell additional services by demonstrating a high level of knowledge of all salon services and products, including promotions and special events.
• Accurately record all booking information including client notes and contact information.
• Support and drive a ‘sales’ instead of just a ‘booking’ environment.
• Follow company policies and procedures on managing customer challenges.
• Answer phone calls promptly, politely and professionally.
• Maximize return visits and re-bookings at the point of departure.
• Actively support the management in stock‑taking as required.
• Maintain cleanliness of own work areas and equipment and of the salon and surrounding areas.
• Ensure personal standards and grooming are in line with UR brand standards.
• Demonstrate high standards of punctuality and good time‑keeping.
• Attend company and team meetings and departmental / product training as reasonably required.
• Keep a record of all cash transactions, customer appointments.
• Recommend appropriate products to fulfill customer needs.
• Adapt / quickly learn new services offered by Urban Retreat.