Customer Service Representative

Reports To: SPA Manager
Available to start immediately.

ABOUT THE CLIENT:
Our client, a fast-growing premium wellness and spa brand with multiple locations, is seeking to hire a Customer Service Representative to join their team in Nairobi, Kenya. It is the firs and only farm-to-skin Agri-beauty brand in Nigeria, combining wellness spas, retail products, a training institute, and technology innovation to put Africa on the global skincare and wellness map.

JOB SUMMARY:
The Customer Service Representative will be the first point of contact for clients, responsible for delivering excellent customer experiences, managing bookings, and ensuring smooth front-office operations.

KEY RESPONSIBILITIES:
1. Provide warm and professional customer service to all clients.
2. Manage customer bookings and appointments with 100% accuracy.
3. Handle customer inquiries and resolve complaints promptly.
4. Upsell and cross-sell company's products and services to enhance customer experience.
5. Maintain front-office appearance, documentation, and compliance with spa policies.
6. Ensure adherence to hygiene, safety, and professional standards.
7. Support the Spa Manager and Customer Service Supervisor in daily operations.

QUALIFICATIONS & REQUIREMENTS:
1. Diploma/Degree in Hospitality Management, a business-related field or its equivalent.                                                                                                                                  2. Minimum of 2-3 years' experience as a Customer Service Representative, preferably in hospitality, spa, or wellness industries.
3. Tech-savvy with working knowledge of Microsoft Office and booking systems.
4. Strong communication (verbal & written) and interpersonal skills
5. Ability to multi-task, stay organized, and work under pressure.
6. Warm, professional, guest-oriented demeanor with high integrity and confidentiality.
7. Problem-solving and critical-thinking abilities.
8. team player with flexibility, positivity, and a passion for customer 
9. Valid Certificate of Good Conduct

Qualified candidates are required to send their applications with the subject line “Customer Service Representative”.