Customer Service Officer

KOMO Scalp & Hair Wellness is a premium scalp and hair wellness brand offering AI-powered scalp analysis, personalized consultation, and professional scalp care treatments. We are committed to delivering a refined, caring, and professional customer experience from the first enquiry to post-treatment follow-up.

Job Summary

We are looking for a friendly, well-groomed, and service-oriented Customer Service Officer to join our KOMO wellness team. This role is responsible for welcoming customers, managing appointments, handling enquiries, supporting sales conversion, and ensuring every customer receives a smooth and premium service experience.

Key Responsibilities

Customer Reception & Service

• Welcome customers warmly and professionally upon arrival.

• Assist customers with registration, consultation forms, and appointment check-in.

• Ensure customers feel comfortable and well attended to throughout their visit.

• Handle customer enquiries in-store, by phone, WhatsApp, and social media messages.

Appointment & Front Desk Management

• Manage daily appointment bookings, rescheduling, cancellations, and reminders.

• Coordinate with therapists and management to ensure smooth daily operations.

• Maintain an organized reception area and professional customer-facing environment.

• Monitor customer waiting time and assist with service flow.

Sales & Customer Conversion Support

• Introduce KOMO services, trials, memberships, packages, and promotions to customers.

• Assist in converting enquiries into appointments and walk-ins into paying customers.

• Support therapists or consultants in explaining treatment options and package benefits.

• Follow up with customers after treatment to encourage repeat visits and package renewal.

CRM & Customer Follow-Up

• Update customer records accurately in the system.

• Send WhatsApp reminders, thank-you messages, review links, and follow-up messages.

• Collect customer feedback and escalate complaints or service issues to management.

• Support referral programme, membership programme, and customer retention activities.

Payment & Administrative Duties

• Handle cashiering, payment collection, invoices, receipts, and daily closing reports.

• Ensure customer data and transaction records are accurate.

• Assist with daily sales reporting, lead tracking, and appointment conversion tracking.

• Support inventory, retail product display, and general store administration when required.

Requirements

• Prior experience in customer service, front desk, receptionist, beauty, wellness, retail, or hospitality industry preferred.

• Pleasant personality with a warm and professional attitude.

• Good communication skills in English; Mandarin is an advantage for Mandarin-speaking customers.

• Able to handle WhatsApp enquiries and appointment coordination efficiently.

• Service-oriented, patient, responsible, and well-groomed.

• Comfortable with basic sales support and customer follow-up.

• Able to work retail hours, weekends, and public holidays when required.

• Basic computer skills and ability to use booking or POS systems will be an advantage.