Customer Operations Officer

Role Overview

The Customer Operations Officer is responsible for ensuring smooth operational processes within the spa, including managing appointments, customer reception, transactions, and supporting the skin therapists. This role plays a crucial part in delivering a seamless and efficient experience for customers while maintaining operational standards and assisting in day‑day tasks.

• Appointments Management: Oversee and coordinate customer appointments via phone, email, Facebook, and other channels, ensuring accurate scheduling and efficient handling of inquiries.
• Customer Reception: Greet and register clients upon arrival, offering exceptional welcome service to create a positive first impression and smooth onboarding process.
• Transactions: Handle payments, process retail sales, and ensure accuracy in all transactions, delivering exceptional customer service throughout.
• Reports & Records: Maintain accurate records of customer details, transactions, appointment logs, and other relevant reports for tracking and future reference.
• Assistance to Skin Therapists: Provide support during service turnaround to optimize customer flow and ensure timely service delivery.
• Team Support: Assist team members with operational tasks and provide ad‑hoc support to ensure smooth operations and a collaborative work environment.
• Housekeeping: Assist in managing inventory and ensure accurate stock keeping. Ensure customer‑facing areas are clean, organized, and maintained to a high standard, contributing to a professional and welcoming environment.

• Strong organizational skills and attention to detail
• Excellent customer service and communication skills, both verbal and written
• Ability to multitask and manage time effectively in a fast‑paced environment
• Proficiency in appointment scheduling and payment processing systems