Customer Service Agent

CUSTOMER SERVICE AGENT

Guest Services | Full-Time, Hourly | KYD $8.75 - $10.50 per hour Position Summary. The Customer Service Agent is the first and last point of contact for spa guests and plays a key role in creating a welcoming, professional experience. The position manages appointments and front-desk operations, resolves customer concerns, maintains accurate client records, processes payments and supports sales by recommending services and products suited to each guest.

KEY RESPONSIBILITIES

• Guest Service & Client Care: Greet every guest warmly and professionally, creating a calm and welcoming experience from arrival through departure.
• Answer telephone, email and in-person enquiries promptly; provide accurate information on services, products, pricing, promotions, packages and appointment requirements.
• Build strong client relationships by recognising preferences, personalising interactions and maintaining accurate client profiles, treatment notes and preferences in Envision.
• Appointment Scheduling & Daily Operations: Book, confirm, reschedule and cancel appointments in Envision; co-ordinate schedules between guests, therapists, estheticians and treatment rooms to keep the day running smoothly.
• Manage scheduling conflicts and changing guest needs efficiently, communicating updates clearly to the relevant team members.
• Payments, Cash Handling & Front Desk: Process payments, gift cards, package sales and other authorised transactions accurately in Envision.
• Open and close the spa as assigned, including cash handling, balancing and end-of-day reconciliation; assist with billing and outstanding customer accounts where required.
• Complaint Resolution & Problem Solving: Handle guest concerns, complaints and service issues calmly and professionally with minimal supervision; use sound judgement to resolve issues and escalate to management when appropriate.
• Follow up with guests after concerns are addressed to confirm satisfaction and support customer retention.
• Sales & Revenue Growth: Recommend appropriate spa services, packages, memberships and retail products based on each guest's needs and goals; use professional upselling and cross-selling techniques.
• Maintain current knowledge of products, services, promotions and new offerings so information and recommendations are accurate.
• Records, Administration & Confidentiality: Maintain accurate customer records, appointment information, transactions, comments and service notes; support front-desk administration, correspondence, filing and data entry.
• Monitor and organise incoming emails and communications, ensuring enquiries are responded to or forwarded appropriately; protect confidential customer, financial and company information.
• Team & Workplace Support: Communicate clearly with therapists, technicians, estheticians and management regarding schedules, guest needs and changes; support colleagues during busy periods.
• Keep reception, spa and retail areas clean, organised, presentable and appropriately stocked; assist with office/reception supplies and retail stock monitoring.
• Provide feedback to management on recurring customer issues and opportunities to improve service, efficiency and the guest experience; perform other reasonable customer service and administrative duties as required.

QUALIFICATIONS & EXPERIENCE

• Minimum 3-4 years of experience in a client-facing role within a spa, hotel, hospitality, reception, retail or comparable service environment.
• Exceptional interpersonal, written and verbal communication skills, with proven ability to handle customer concerns professionally.
• Proven ability to multitask, prioritise and remain organised in a fast-paced environment with strong attention to detail.
• Demonstrated sales ability, including confident and appropriate upselling and cross-selling of services, packages and retail products.
• Proficiency with appointment scheduling and point-of-sale systems; experience with Envision and Microsoft Excel is preferred.
• Experience with cash handling, payment processing, end-of-day reconciliation, billing and/or collections is preferred.
• Reliable, punctual and professional in appearance and demeanour; able to work effectively both independently and as part of a team.
• Ability to work weekends, evenings and public holidays as required.

CORE COMPETENCIES

Dependability • Emotional intelligence • Initiative • Time management • Problem solving • Attention to detail • Sales awareness • Service-first attitude

PHYSICAL REQUIREMENTS

Ability to stand or sit for extended periods and lift up to 25 lbs (including retail stock and supplies). Compensation: KYD $8.75 - $10.50 per hour, based on experience.