Job description
JOB SUMMARY
The Client Experience & Appointment Associate plays a pivotal role in shaping the premium client journey at Hairitage Hub. This position is central to delivering exceptional customer service by ensuring seamless appointment management, proactive client communication, and consistent brand-aligned interactions. The Associate is responsible for managing the full client lifecycle—from initial inquiry and booking to post-service follow-up—while supporting front desk operations and maintaining accurate records.
By fostering strong client relationships and driving retention, this role directly contributes to client satisfaction, loyalty, and the overall reputation of Hairitage Hub as a premier salon destination.
KEY RESPONSIBILITIES
Manage appointment scheduling, confirmations, and rescheduling with precision and timeliness Respond to client inquiries promptly and professionally via phone, WhatsApp, and social media platforms Conduct post-appointment follow-ups to collect feedback, address concerns, and encourage repeat visits Support client retention and reactivation initiatives through personalized outreach and engagement Maintain accurate and up-to-date client records and booking systems in ${CRM_SYSTEM} Collaborate with internal teams to ensure smooth client flow and seamless service delivery Provide front desk support as needed, including greeting clients, managing walk-ins, and handling administrative tasks Communicate with a professional, brand-consistent tone that reflects Hairitage Hub’s values and standards Identify and escalate client complaints or operational issues to the appropriate team members in a timely manner