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.

Job Requirements

• 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
  

We welcome applications from all suitably qualified candidates. Selection will be based on merit, skills, experience, and the ability to perform the requirements of the role.

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Contact Person : Lavaniea

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