Customer Service Officer

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.