Job details
Location: Abuja (FCT)
Job Type: Full-Time
Job Summary
Evenana Medspa, Beauty and Wellness is seeking a professional, customer-focused, and sales-driven Customer / Guest Service Representative to manage client interactions, coordinate appointments, convert inquiries into sales, and deliver an excellent customer experience across physical and digital platforms.
Job Description
Welcome and attend to walk-in clients, phone calls, WhatsApp, website, and social media inquiries.
Deliver a premium, professional, and welcoming customer experience.
Build strong client relationships to encourage loyalty, retention, and referrals.
Handle client complaints and concerns professionally and promptly.
Follow up with clients after treatments and appointments to ensure satisfaction.
Convert inquiries, consultations, and leads into paying clients.
Follow up with prospective and existing clients through calls, WhatsApp, and emails.
Track leads and ensure timely follow-up to improve conversion rates.
Recommend suitable treatments, skincare products, and wellness services.
Upsell and cross-sell treatments, packages, memberships, and retail products.
Meet daily, weekly, and monthly sales and conversion targets.
Manage appointment scheduling, confirmations, rescheduling, and cancellations.
Coordinate client flow and treatment schedules with the clinical team.
Maintain an organised and professional reception environment.
Process payments, invoices, receipts, and transaction records.
Maintain accurate client records, treatment history, and consent forms.
Prepare daily sales reports, lead reports, and operational updates.
Follow up with inactive clients to encourage repeat visits.
Promote offers, campaigns, memberships, and newly introduced services.
Encourage referrals, reviews, and customer feedback.
Work closely with the operations, clinical, spa, and marketing teams.
Ensure compliance with company procedures and customer service standards.
Requirements
OND, HND, or Bachelor's Degree in a relevant field.
1–5 years of relevant work experience.
Excellent communication and interpersonal skills.
Strong customer service and relationship management abilities.
Good sales, persuasion, and lead conversion skills.
Ability to multitask and work in a fast-paced environment.
Good organisational and administrative skills.
Proficiency in handling WhatsApp, email, and digital communication platforms.
Professional appearance, grooming, and customer-facing attitude.
Ability to maintain client confidentiality and accurate records.