Customer Support Executive

Job Summary:

We are seeking a customer-oriented and proactive individual to join our team as a Customer Support Executive. The role involves handling client inquiries related to beauty and wellness services, booking appointments, and ensuring an excellent client experience at every touchpoint.

Key Responsibilities:

• Handle incoming calls, emails, chats, and social media queries related to beauty and wellness services.
• Assist clients with appointment scheduling, rescheduling, and cancellations promptly.
• Provide accurate information about services, packages, promotions, and membership benefits.
• Address customer complaints with empathy and ensure timely resolution.
• Upsell and cross-sell relevant beauty and wellness services or products when appropriate.
• Maintain updated client records and feedback for service improvement.
• Coordinate with salon/spa managers and therapists to ensure smooth client service.
• Meet KPIs such as response time, appointment conversion rate, and customer satisfaction.

Qualifications & Skills:

• Bachelor's degree or equivalent experience.
• Prior experience in customer support or hospitality, preferably in the beauty and wellness sector.
• Excellent communication skills (verbal and written) with a polite and professional demeanour.
• Strong knowledge of beauty and wellness services, trends, and customer expectations.
• Proficiency in CRM software and booking tools.
• Ability to multitask, handle pressure, and maintain a customer-first approach.