फ्रंट ऑफिस रिसेप्शनिस्ट

he Front Office Administrator is responsible for managing customer enquiries, appointments, follow-ups, billing, lead coordination, and day-to-day front desk activities at Hair Fixing Zone.

The role requires strong communication, customer-handling, sales coordination, and administrative skills to ensure every enquiry receives proper attention and is converted into a consultation or service appointment wherever possible.

Roles & Responsibilities

1. Customer Enquiry Handling

Attend incoming calls professionally and respond promptly.

Handle WhatsApp, website, social media, Google Ads, Meta Ads, and other customer enquiries.

Understand the customer's requirement related to:

Hair Patches

Non-Surgical Hair Replacement

Hair Wigs

Hair Toppers

Hair Extensions

Hair Weaving

Hair System Maintenance

Provide basic information about services, pricing ranges, consultation process, branch locations, and available appointments.

Encourage interested customers to visit the branch for a free consultation and demo.

Maintain professional and polite communication with every customer.

2. Lead Management & Conversion

Record every new enquiry accurately in the lead management sheet or CRM.

Maintain customer details including name, phone number, service requirement, preferred branch, enquiry source, and follow-up status.

Contact pending leads regularly.

Follow up with customers who enquired but have not yet booked an appointment.

Convert enquiries into consultation appointments.

Follow up with customers who missed or cancelled appointments.

Update lead status daily as:

New Lead

Contacted

Follow-Up

Appointment Booked

Visited

Converted

Not Interested

Call Back Later

Avoid leaving enquiries unattended.

3. Appointment Management

Book consultations and service appointments.

Confirm appointments with customers before their scheduled visit.

Coordinate appointment timings with consultants, technicians, and stylists.

Reschedule appointments when required.

Maintain the daily appointment calendar.

Ensure customers do not experience unnecessary waiting time.

Coordinate walk-in customers with available staff members.

4. Front Desk & Customer Reception

Welcome every customer professionally.

Understand the purpose of the customer's visit.

Coordinate the customer with the appropriate consultant or technician.

Maintain a clean, organised, and professional reception area.

Ensure customers receive proper attention while waiting.

Explain available offers, packages, services, and promotions when applicable.

5. Customer Follow-Up

Follow up with customers after consultations.

Follow up with customers who have received quotations but have not confirmed the service.

Contact customers regarding upcoming maintenance appointments.

Remind existing customers about periodic hair system maintenance.

Follow up after service to check customer satisfaction.

Collect customer feedback.

Encourage satisfied customers to provide Google reviews when appropriate.

Inform existing customers about relevant offers and new services.

6. Billing & Payment Coordination

Prepare customer bills and invoices.

Collect payments through cash, card, UPI, or other approved methods.

Issue receipts for payments received.

Maintain accurate daily billing records.

Maintain records of advances, pending payments, and balances.

Coordinate payment-related issues with management or accounts.

Submit daily cash and payment reports as required.

7. Daily Branch Administration

Maintain daily customer visit records.

Maintain appointment and enquiry registers.

Record service details accurately.

Maintain necessary customer forms and documentation.

Monitor office stationery and reception requirements.

Coordinate with vendors or service providers when required.

Support staff with administrative requirements.

Maintain confidentiality of customer information.

8. Google Ads & Meta Ads Lead Handling

Attend advertising leads immediately whenever possible.

Contact Google Ads and Meta Ads leads promptly.

Record the source of every marketing lead.

Track the number of:

Leads received

Calls connected

Appointments booked

Customer visits

Conversions

Report invalid, duplicate, unreachable, or irrelevant leads.

Provide feedback to the marketing team regarding lead quality.

Ensure no genuine digital marketing enquiry is missed.

9. WhatsApp Management

Respond to customer WhatsApp messages professionally.

Share approved service information, branch locations, appointment details, and offers.

Share before-and-after references only when approved by management.

Confirm appointments through WhatsApp.

Follow up with leads without excessive messaging.

Maintain professional language in all conversations.

10. Customer Complaint Handling

Listen carefully to customer concerns.

Remain polite and professional during complaints.

Do not argue with customers.

Record complaints accurately.

Inform the branch manager or management when escalation is required.

Coordinate with the concerned team to resolve customer issues.

Follow up with customers after resolution.

11. Branch Reporting

Prepare and share daily reports including:

Total enquiries received

Phone enquiries

WhatsApp enquiries

Google Ads leads

Meta Ads leads

Website enquiries

Walk-in customers

Appointments booked

Appointments attended

No-shows

Follow-ups completed

Customers converted

Services completed

Revenue collected

Pending payments

Customer complaints

Google reviews received

Daily Lead Follow-Up Process

Every enquiry should be properly tracked.

Day 1: Contact the customer and understand the requirement.

Day 2: Follow up if the customer has not responded.

Day 3–5: Follow up regarding consultation availability.

After Appointment Booking: Send appointment confirmation.

Before Appointment: Send reminder.

If Customer Does Not Visit: Contact the customer and offer to reschedule.

After Consultation: Follow up regarding service confirmation.

Key Performance Indicators – KPI

The Front Office Administrator's performance may be evaluated based on:

Speed of responding to enquiries

Number of appointments booked

Lead-to-appointment conversion

Appointment-to-visit conversion

Customer follow-up completion

Number of unattended leads

Customer satisfaction

Accuracy of billing and records

Daily reporting accuracy

Google review collection

Customer retention and repeat visits

Professional customer communication

Required Skills

Excellent communication skills

Kannada, English and Hindi communication preferred

Customer service skills

Basic sales and lead conversion ability

WhatsApp Business handling

MS Excel / Google Sheets

Basic billing knowledge

Telephone etiquette

Appointment scheduling

Basic computer knowledge

Ability to multitask

Good organisational skills

Problem-solving ability

Professional appearance and behaviour

Expected Work Standards

The Front Office Administrator must ensure that:

Every customer enquiry is recorded.

Every genuine enquiry receives a response.

Every pending lead receives proper follow-up.

Every appointment is confirmed.

Customer records are updated correctly.

Billing and payment records are accurate.

Customer information remains confidential.

Customers receive professional and respectful service.

Daily reports are submitted accurately and on time.

Main Objective of the Role

The primary objective of the Front Office Administrator at Hair Fixing Zone is to provide an excellent customer experience while ensuring that enquiries are properly managed, appointments are generated, follow-ups are completed, and branch administration runs smoothly.

The Front Office Administrator acts as the first point of contact between Hair Fixing Zone and the customer, making this role important for customer satisfaction, lead conversion, repeat business, and overall branch performance.

• इस फुल टाइम रिसेप्शनिस्ट Job में रिसेप्शनिस्ट में 6 - 12 महीने का अनुभव वाले उम्मीदवारों की जरुरत है।