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)