Customer Operations Officer

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-to-day tasks.

KEY RESPONSIBILITIES:

1. Appointments Management:

• Oversee and coordinate customer appointments via phone, email, Facebook, and other channels, ensuring accurate scheduling and efficient handling of inquiries.

2. Customer Reception:

• Greet and register clients upon arrival, offering exceptional welcome service to create a positive first impression and smooth onboarding process.

3. Transactions:

• Handle payments, process retail sales, and ensure accuracy in all transactions, delivering exceptional customer service throughout.

4. Reports & Records:

• Maintain accurate records of customer details, transactions, appointment logs, and other relevant reports for tracking and future reference.

5. Assistance to Skin Therapists:

• Provide support during service turnaround to optimize customer flow and ensure timely service delivery.

6. Team Support:

• Assist team members with operational tasks and provide ad-hoc support to ensure smooth operations and a collaborative work environment.

7. 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