Job Description
KOMO Scalp & Hair Wellness is a premium scalp and hair wellness brand offering AI-powered scalp analysis, personalized consultation, and professional scalp care treatments. We are committed to delivering a refined, caring, and professional customer experience from the first enquiry to post-treatment follow-up. Job Summary We are looking for a friendly, well-groomed, and service-oriented Customer Service Officer to join our KOMO wellness team. This role is responsible for welcoming customers, managing appointments, handling enquiries, supporting sales conversion, and ensuring every customer receives a smooth and premium service experience. Key Responsibilities Customer Reception & Service • Welcome customers warmly and professionally upon arrival. • Assist customers with registration, consultation forms, and appointment check-in. • Ensure customers feel comfortable and well attended to throughout their visit. • Handle customer enquiries in-store, by phone, WhatsApp, and social media messages. Appointment & Front Desk Management • Manage daily appointment bookings, rescheduling, cancellations, and reminders. • Coordinate with therapists and management to ensure smooth daily operations. • Maintain an organized reception area and professional customer-facing environment. • Monitor customer waiting time and assist with service flow. Sales & Customer Conversion Support • Introduce KOMO services, trials, memberships, packages, and promotions to customers. • Assist in converting enquiries into appointments and walk-ins into paying customers. • Support therapists or consultants in explaining treatment options and package benefits. • Follow up with customers after treatment to encourage repeat visits and package renewal. CRM & Customer Follow-Up • Update customer records accurately in the system. • Send WhatsApp reminders, thank-you messages, review links, and follow-up messages. • Collect customer feedback and escalate complaints or service issues to management. • Support re
