Customer / Guest Service Representative

Evenana Medspa, Beauty and Wellness is recruiting suitable candidates to fill the position below:

Job Title: 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.