Customer Support - KL

Requirements
1. Minimum 1-2 years of experience in customer service, front desk, hospitality, beauty/wellness, or a similar field (fresh graduates with strong communication skills are welcome).
2. Strong communication skills in English; Bahasa Malaysia and Mandarin are a bonus.
3. Comfortable managing WhatsApp Business and basic digital tools (calendar apps, booking systems, CRM preferred).
4. Friendly, patient, and service-minded personality.
5. Good problem-solving skills and ability to handle customer requests calmly.
6. Organized, detail-oriented, and reliable in managing schedules and records.
7. Ability to multitask in a fast-paced environment.
8. Willing to work retail/spa hours, including weekends or public holidays as needed.

Responsibilities

We are seeking a friendly, organized, and proactive Customer Support & Service Executive to manage customer interactions, support daily operations, and ensure a smooth appointment flow for our hair spa. This role involves providing basic customer service, handling WhatsApp inquiries, and converting sales leads into confirmed appointments.

1. Customer Support & Service
-Provide warm, helpful, and professional assistance to all customers (in-person, phone, and WhatsApp).
-Answer questions about services, promotions, packages, pricing, and therapist availability.
-Handle customer concerns or feedback and escalate issues when needed.
-Ensure customers feel welcomed, cared for, and guided throughout their experience.

2. WhatsApp Sales Lead Handling
-Monitor incoming WhatsApp inquiries promptly throughout the day.
-Engage with customers using clear communication and service-oriented messaging.
-Understand customer needs and recommend suitable treatments or packages.
-Convert leads into confirmed bookings by providing timely follow-up and persuasive but friendly communication.
-Track inquiry-to-appointment conversion performance.

3. Appointment Scheduling
-Manage and update the appointment calendar accurately.
-Coordinate therapist availability and ensure optimal scheduling efficiency.
-Confirm appointments, send reminders, and follow up on rescheduling or cancellations.
-Prevent double-booking and avoid scheduling conflicts.

4. Administrative Support
-Maintain customer records, appointment logs, and communication notes.
-Assist with basic front-desk duties such as payment handling or registering new customers.
-Support management with promoting ongoing offers or service campaigns to customers.