Customer Relations Manager | Aesthetic Clinic

Responsibilities: 

1. Front Office Leadership 

• Oversee and lead daily Front Office operations, ensuring an immaculate reception area, seamless client flow, accurate record-keeping, and consistent compliance with clinic protocols.

• Lead, support, and mentor the Front Office team, fostering a polished, proactive, and client-focused environment.

• Conduct regular hands-on coaching, refresher training, and daily briefings to maintain high service standards, team initiative, and strong treatment and product knowledge.

• Monitor staff performance, identify performance gaps, and implement appropriate coaching, retraining, or corrective action when required.

• Create and manage Front Office rosters, daily shift schedules, task allocation, and operational workflows in line with appointment density, practitioner availability, and peak operational demand.

2. Communication Management & Cross-Department Coordination

• Daily Communication Audits: Conduct daily spot-checks and weekly quality audits across all communication channels, including WhatsApp, email, Instagram DMs, TikTok, and phone calls, to ensure accuracy, professionalism, and timely responses.

• Enquiry Review & Response Quality: Guide and remind Front Office staff to carefully read and double-check each client enquiry before preparing a response, ensuring all questions are addressed and pricing, treatment information, and client requirements are accurate.

• Error Resolution & Coaching: Identify communication errors promptly, provide constructive feedback and coaching, and update response templates or provide additional training where necessary to prevent recurring mistakes.

• Cross-Department Coordination: Ensure accurate and timely communication of client preferences, relevant treatment information, special requests, and appointment updates between the Front Office, doctors, therapists, and clinic management.

3. Complaint Management, Service Recovery & Client Follow-Up

• Take primary responsibility for managing client complaints, concerns, and service escalations, ensuring prompt, professional, diplomatic, and empathetic resolution.

• Coordinate the end-to-end post-treatment follow-up process, including satisfaction check-ins, client feedback, and appropriate service recovery when required.

• Monitor and document complaints and feedback, identify recurring issues and root causes, and recommend practical improvements. 

4. Booking Performance & Retention Management

• Booking Management: Guide and oversee the Front Office team in managing bookings and allocations, taking into account doctor and therapist availability, treatment rooms, and specialized equipment. 

• Client Flow & Capacity Management: Monitor daily clinic flow and ensure the Front Office team manages appointments efficiently to minimize bottlenecks, waiting times, and scheduling conflicts.

• Loyalty Program Management: Guide the Front Office team in promoting and administering the clinic loyalty program to strengthen client retention and repeat visits.

• Basic Treatment Information: Ensure Front Office staff provide accurate basic treatment and product information within their role, while referring clinical or medical questions to the appropriate doctor or qualified team member.

5. Reporting & Continuous Improvement

• Prepare and deliver regular operational, CRM, and client feedback reports to management and Heads of Department.

• Analyse performance trends and recurring issues, providing strategic recommendations for workflow improvements, service enhancements, and client experience.

• Support the implementation of approved improvements and monitor their effectiveness.

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, Tourism Management, Communications, or a related field.

• Minimum 5 years of relevant customer service experience, including at least 3 years in a supervisory or managerial position within hospitality, wellness, aesthetic clinics, or another premium service-oriented industry.

• Fluent in English and Bahasa Indonesia, with excellent reading, writing, and verbal communication skills.

• Strong leadership and people-management skills, with the ability to coach, motivate, develop, and manage Front Office team performance.

• Highly hands-on and operational, with the ability to work independently, take full ownership of responsibilities, make sound decisions, and maintain a strong commercial and customer-centric mindset.

• Exceptional emotional intelligence, patience, and resilience, with the ability to manage challenging or high-expectation clients calmly, professionally, and diplomatically.

• Strong organizational, problem-solving, and multitasking abilities, with excellent attention to detail.