Customer Service Manager

Job Summary

We are seeking a customer-focused and service-oriented Customer Service Manager to support customer engagement, service delivery, and day-to-day operations within a wellness and lifestyle environment. The successful candidate will be responsible for building positive customer relationships, understanding individual wellness needs, coordinating suitable services and programmes, and ensuring a professional and welcoming customer experience.

The role will also support wellness activities, customer retention initiatives, programme coordination, and general business operations.

Key Responsibilities

Customer Engagement & Service Excellence

• Build and maintain positive relationships with new and existing customers.
• Understand customers’ wellness interests, preferences, and service requirements and provide suitable recommendations.
• Provide professional assistance and guidance on available wellness programmes, classes, packages, and services.
• Handle customer enquiries, feedback, bookings, and service-related concerns in a timely and professional manner.
• Ensure customers receive a positive and welcoming experience throughout their engagement with the organisation.
• Follow up with customers regarding programmes, classes, memberships, and service experiences.

Wellness Programme & Activity Support

• Assist in coordinating and supporting yoga, wellness, relaxation, and lifestyle-related programmes and activities.
• Provide general guidance to customers on suitable wellness activities based on their interests and experience levels.
• Support the preparation and smooth delivery of wellness sessions, workshops, and customer activities.
• Assist customers in understanding programme schedules, participation requirements, and available service options.
• Ensure wellness activities are conducted in a professional, organised, and customer-friendly environment.
• Gather customer feedback on wellness programmes and recommend improvements where appropriate.

Customer Retention & Business Support

• Promote available wellness programmes, memberships, service packages, workshops, and related services.
• Support customer retention through regular engagement and relationship management.
• Identify opportunities to improve customer satisfaction and participation in wellness programmes.
• Support promotional activities, wellness events, workshops, and customer engagement initiatives.
• Maintain accurate records of customer interactions, bookings, enquiries, and programme participation.
• Monitor customer preferences and feedback to support improvements to services and programmes.

Operations & Administration

• Maintain up-to-date knowledge of the organisation’s services, wellness programmes, policies, and operating procedures.
• Coordinate customer bookings, programme schedules, appointments, and related administrative matters.
• Prepare and maintain customer records, reports, schedules, and other administrative documentation.
• Ensure compliance with company policies, operational procedures, and customer service standards.
• Assist with general operational requirements to ensure smooth delivery of customer and wellness services.

Team Collaboration

• Work closely with colleagues and relevant stakeholders to coordinate customer services and wellness activities.
• Support a positive, inclusive, and wellness-focused environment for customers and colleagues.
• Participate in training and professional development activities relating to customer service, wellness programmes, and service delivery.
• Provide feedback and suggestions to improve customer experience and operational effectiveness.

• Diploma, Advanced Diploma, Degree, or equivalent qualification in any discipline.
• Experience in customer service, wellness, fitness, yoga, hospitality, lifestyle services, retail, sales, or a related environment will be an advantage.
• Interest or experience in yoga, wellness, fitness, or healthy lifestyle activities is preferred.
• Strong interpersonal, communication, and customer relationship management skills.
• Service-oriented with the ability to understand and respond to different customer needs.
• Good organisational, administrative, and problem-solving abilities.
• Ability to work independently and collaboratively within a team.
• Proficient in Microsoft Office applications and basic administrative/reporting tools.
• Able to manage multiple responsibilities in a dynamic customer-facing environment.

Preferred Competencies

• Customer relationship management
• Wellness and lifestyle programme coordination
• Customer engagement and service excellence
• Yoga and wellness service knowledge
• Communication and interpersonal skills
• Programme and activity coordination
• Customer retention and business support
• Problem-solving and conflict resolution
• Team collaboration and stakeholder management