Customer / Guest Service Representative
Location: Abuja (FCT)
Employment Type: Full-time
Responsibilties
Customer Experience Management:
- Deliver a premium, professional, and welcoming experience for all clients across physical and digital touchpoints.
- Attend to walk-in clients, phone calls, WhatsApp inquiries, website inquiries, and social media inquiries promptly.
- Build and maintain strong relationships with clients to encourage trust, loyalty, retention, and referrals.
- Ensure all clients are attended to courteously, professionally, and efficiently.
- Manage client complaints, concerns, and service recovery processes professionally and promptly.
- Follow up with clients after treatments or appointments to ensure satisfaction and continuity of care.
- Maintain high standards of professionalism, communication, grooming, and customer service.
Sales Conversion & Lead Management:
- Actively convert inquiries, consultations, and leads into paying clients.
- Follow up consistently with leads through calls, WhatsApp, emails, and other communication channels.
- Track and nurture new, existing, and inactive leads to improve conversion rates.
- Ensure no qualified lead is left unattended or without proper follow-up.
- Maintain a structured lead follow-up process to improve appointment bookings and sales performance.
- Convert consultation bookings into treatment purchases, packages, memberships, and product sales.
- Recommend suitable treatments, skincare products, and wellness services based on client needs.
- Upsell and cross-sell services, treatment plans, memberships, and retail products professionally.
- Meet and exceed daily, weekly, and monthly sales and conversion targets.
- Maintain proper records of leads, conversions, follow-ups, and sales activities.
Appointment & Client Coordination:
- Manage appointment scheduling, confirmations, rescheduling, and cancellations efficiently.
- Coordinate client flow to ensure smooth operations and minimal waiting time.
- Ensure treatment schedules align properly with the clinical team availability.
- Send appointment reminders and follow-up messages to clients.
- Monitor consultation bookings and ensure proper conversion follow-up after consultations.
Front Desk & Administrative Responsibilities:
- Maintain an organised, professional, and client-ready reception environment.
- Process payments, invoices, receipts, and transaction records accurately.
- Maintain accurate client documentation, treatment history, consent forms, and operational records.
- Prepare daily sales reports, lead reports, and operational updates for management.
- Ensure confidentiality of client information and business records.
Client Retention & Relationship Management:
- Build long-term relationships that encourage repeat visits and client loyalty.
- Follow up with inactive clients and previous clients to encourage return appointments.
- Promote ongoing offers, campaigns, memberships, and newly introduced services professionally.
- Encourage referrals, reviews, testimonials, and positive customer feedback.
- Support customer engagement and retention initiatives across the business.
Operational & Team Support:
- Work closely with operations, clinical, spa, and marketing teams to ensure seamless service delivery.
- Escalate operational issues, client concerns, or service delays promptly.
- Support smooth daily workflow and contribute to overall business efficiency.
- Ensure compliance with company SOPs, customer service standards, and operational procedures.
- Represent the brand professionally and uphold luxury medspa service standards at all times.
Qualifications
- Interested candidates should possess an OND / HND / Bachelor`s Degree with 1 - 5 years experience.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should send their CV to: evenanahroperations@gmail.com using the Job Title as the Subject of the email.
Note
- Female applicants only.
- Must available to resume immediately.