Customer Service Officer

Job title: Customer Service Officer

Job Location: Ikeja, Lagos

Employment Type: Full-time

Job Summary

• We are seeking a friendly, professional, customer-focused, and well-organized Customer Service Officer to join our team at our Ikeja, Lagos branch.
• The successful candidate will serve as a key point of contact for clients, ensuring that every customer receives excellent service from the moment of inquiry through booking, treatment, and follow-up.
• The ideal candidate must possess excellent communication and interpersonal skills, a positive attitude, and the ability to handle customer inquiries, manage appointments, resolve complaints, and build lasting relationships with clients.

Key Responsibilities

• Welcome clients warmly and professionally, creating a positive first impression of the spa.
• Respond promptly to customer inquiries through phone calls, WhatsApp, social media, email, and in-person interactions.
• Manage customer bookings, appointments, walk-ins, cancellations, and rescheduling.
• Provide accurate information about spa treatments, services, packages, prices, promotions, and operating hours.
• Guide customers in selecting suitable services based on their inquiries and preferences, referring treatment-related questions to qualified spa professionals when necessary.
• Handle customer complaints, concerns, and feedback professionally and escalate unresolved issues to management.
• Follow up with clients after appointments to encourage feedback, customer satisfaction, and repeat bookings.
• Maintain accurate customer records, booking schedules, inquiries, and service histories.
• Promote available spa services, packages, gift vouchers, and products to customers where appropriate.
• Support customer retention by maintaining positive relationships and providing personalized service.
• Process bookings and payments accurately in accordance with company procedures.
• Coordinate with therapists and other staff members to ensure appointments run smoothly and waiting times are minimized.
• Maintain a clean, welcoming, and organized reception area.
• Protect customer confidentiality and handle personal information responsibly.
• Prepare customer service reports and communicate recurring complaints, feedback, and service improvement opportunities to management.
• Adhere to company policies, service standards, and professional conduct requirements.

Salary

N80,000 - N120,000 / month.