Customer Relations Officer (Wellness Spa)

Job Description:
Core customer service & front desk

• Welcome customers, manage walk-ins, and ensure a warm, professional first impression.

• Handle phone/WhatsApp/email enquiries: services, pricing, packages, therapist availability, promotions.

• Register customers, update profiles, and verify memberships/packages/entitlements.

• Manage bookings, rescheduling, cancellations, and waiting lists using the appointment system.

• Coordinate customer flow and room/therapist allocation with the outlet team.

Sales support & revenue

• Recommend suitable treatments/packages based on customer needs (without being pushy).

• Explain promotions, memberships, and package terms clearly; support upsell and cross-sell.

• Prepare quotations/invoices (if applicable) and ensure accurate billing.

• Track leads/enquiries and follow up to convert bookings (e.g., post-enquiry follow-up).

Payment & cashiering

• Process payments (cash, NETS, cards, PayNow, vouchers) accurately.

• Handle refunds/exchanges according to company policy.

• Maintain daily cashier reconciliation, petty cash handling, and end-of-day reports.

Customer relations & experience

• Ensure customers understand pre/post-treatment instructions and outlet etiquette.

• Proactively check satisfaction before and after treatments; escalate issues quickly.

• Handle complaints calmly and professionally; document cases and follow through to closure.

• Maintain VIP/high-value customer care (preferences, therapist requests, special notes).

• Support customer retention: rebooking reminders, birthday/returning-client engagement, package expiry reminders.

Therapist/team coordination

• Communicate customer preferences, contraindications, and special requests to therapists.

• Support smooth handover between front desk and treatment team.

• Work with therapists to manage schedule changes, breaks, and service readiness.

• Assist with training new front-desk staff on service knowledge and customer handling standards.

Outlet operations & admin

• Maintain cleanliness and presentation of reception/waiting areas (tea, towels, ambience).

• Manage documents: consent forms, waivers, PDPA acknowledgements, service records.

• Maintain stock levels of reception items (forms, vouchers, membership cards, retail display basics).

• Support simple reporting: daily booking summary, customer feedback, package sales, therapist utilization (as assigned).

Compliance & data protection

• Ensure PDPA-compliant handling of customer data and consent for marketing messages.

• Follow hygiene, safety, and outlet SOPs; report incidents/near-misses.

• Ensure accurate service descriptions—no misleading claims about medical outcomes.

KPIs typically tied to the role:

• Customer satisfaction score / complaint resolution time

• Rebooking rate / retention rate

• Package conversion rate (from enquiry or single session)

• Booking accuracy (no-show reduction, schedule efficiency)

• Cashiering accuracy (zero variance)