Customer Service Officer cum Consultant (Wellness)

Role Summary

We are seeking a warm, highly organized, and persuasive Front Desk & Wellness Consultant to be the face of our center. In this dual role, you will be the first point of contact for our clients, ensuring a seamless and welcoming experience from the moment they walk through our doors. Beyond reception duties, you will conduct client consultations, educate them on our range of treatments, and tailor wellness or aesthetic packages to meet their individual goals. The ideal candidate is customer-centric, target-driven, and passionate about holistic health, wellness, and self-care.

Key Responsibilities

Client Experience & Front Desk Operations

• First Impressions: Greet all clients warmly, ensuring a comfortable, luxurious, and welcoming environment in the reception area.

• Appointment Management: Schedule, confirm, and manage client appointments using our booking system, optimizing the daily schedule for our practitioners and therapists.

• Administrative Duties: Handle incoming phone calls, WhatsApp messages, and emails promptly and professionally.

• Check-in/Check-out: Process client registrations, intake forms, and ensure accurate billing and payment collection after treatments.

• Facility Maintenance: Ensure the reception, consultation rooms, and waiting areas are kept clean, organized, and adequately stocked at all times.

Consultation & Sales

• Needs Assessment: Conduct one-on-one consultations with new and returning clients to understand their physical wellness, aesthetic, or recovery goals.

• Treatment Recommendations: Clearly explain our services, therapies, and treatment plans in a way that is easy for clients to understand.

• Package Sales: Recommend and sell suitable treatment packages, memberships, or retail products that align with the client’s needs, consistently meeting or exceeding monthly sales targets.

• Client Onboarding: Guide clients through their customized treatment journeys, managing expectations and answering any questions regarding procedures, aftercare, or recovery.

• Follow-up & Retention: Proactively reach out to clients to check on their progress, gather feedback, and remind them of upcoming sessions or renewal opportunities.

Collaboration & Compliance

• Team Coordination: Communicate effectively with practitioners, therapists, and management to ensure clients receive safe, timely, and personalized care.

• Record Keeping: Maintain accurate, up-to-date, and confidential client records, consultation notes, and purchase histories in the database.

• Standard Operating Procedures: Adhere to all company protocols regarding hygiene, client privacy, and operational standards.

Qualifications & Requirements

• Experience: Minimum of 1-2 years of experience in front desk, sales, or customer service. Prior experience in a wellness center, chiropractic clinic, spa, beauty salon, or hospitality industry is highly preferred.

• Communication Skills: Excellent verbal and written communication skills with the ability to build rapport quickly and explain services in simple, layman's terms.

• Sales Acumen: Comfortable with consultative selling, handling objections gracefully, and achieving sales targets without being overly aggressive.

• Tech-Savvy: Proficient in using point-of-sale (POS) systems, appointment scheduling software, and basic office applications.

• Personality: Empathetic, energetic, and polished professional appearance. Must be able to handle high-traffic situations with a calm and positive demeanor.

• Availability: Willingness to work retail/clinic hours, including weekends and public holidays, as required by the business schedule.

• 5 branches around Singapore, all are located near MRT
• 5-7 days off per month
• Work retail hours, no OT required
• Customer service oriented
• No experience welcomed