Role Overview
The Customer Operations Officer is responsible for ensuring smooth operational processes within the spa, including managing appointments, customer reception, transactions, and supporting the skin therapists. This role plays a crucial part in delivering a seamless and efficient experience for customers while maintaining operational standards and assisting in day‑day tasks.
Key Responsibilities
* Appointments Management: Oversee and coordinate customer appointments via phone, email, Facebook, and other channels, ensuring accurate scheduling and efficient handling of inquiries.
* Customer Reception: Greet and register clients upon arrival, offering exceptional welcome service to create a positive first impression and smooth onboarding process.
* Transactions: Handle payments, process retail sales, and ensure accuracy in all transactions, delivering exceptional customer service throughout.
* Reports & Records: Maintain accurate records of customer details, transactions, appointment logs, and other relevant reports for tracking and future reference.
* Assistance to Skin Therapists: Provide support during service turnaround to optimize customer flow and ensure timely service delivery.
* Team Support: Assist team members with operational tasks and provide ad‑hoc support to ensure smooth operations and a collaborative work environment.
* Housekeeping: Assist in managing inventory and ensure accurate stock keeping. Ensure customer‑facing areas are clean, organized, and maintained to a high standard, contributing to a professional and welcoming environment.
Key Skills & Competencies
* Strong organizational skills and attention to detail
* Excellent customer service and communication skills, both verbal and written
* Ability to multitask and manage time effectively in a fast‑paced environment
* Proficiency in appointment scheduling and payment processing systems
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