Customer Support / Front Desk Officer at Tolaram Group

Job Summary

• The Customer Support / Front Desk Executive will serve as the first point of contact for clients, ensuring a seamless and welcoming experience at the center.
• This role combines customer service, sales engagement, and administrative responsibilities to support the organization’s overall goals.
• The ideal candidate will manage guest relations, handle inquiries, promote products and services, oversee front office operations, and ensure effective coordination across departments to deliver exceptional client satisfaction.

Key Responsibilities
Customer Experience Management:

• Greet, welcome, and assist all walk-in clients and visitors with warmth and professionalism.
• Explain the range of available products and services clearly to clients.
• Ensure a smooth and comfortable customer experience from arrival to exit.
• Address and resolve customer complaints promptly, ensuring satisfaction and loyalty.
• Schedule and confirm treatment appointments in collaboration with relevant team members.

Customer Engagement & Sales:

• Handle customer communications via email, phone, WhatsApp, and in-person interactions.
• Respond to inquiries, manage appointments, and ensure timely follow-ups.
• Prepare and issue invoices for products and services at the front desk.
• Send reminders to clients regarding their upcoming sessions or appointments.
• Promote and sell company products and services using persuasive communication.
• Maintain long-term relationships with customers and follow up on new leads.
• Meet and exceed agreed-upon sales targets within set timelines.
• Perform customer needs analysis to recommend suitable products or services.
• Manage point-of-sale transactions and maintain accurate customer records in the CRM system.
• Coordinate with internal teams to ensure smooth service delivery.
• Support in organizing and executing events, both at and outside the center.

Online and Field Sales Engagement:

• Manage and update online sales platforms, ensuring product listings and availability are up-to-date.
• Handle online inquiries, convert leads through calls/chats, and coordinate product deliveries.
• Participate in field marketing activities, exhibitions, and client meetings to promote the brand.
• Build and maintain strong relationships with existing and prospective customers.
• Upsell or cross-sell products while collecting feedback for continuous improvement.
• Assist the sales and marketing team in executing promotional campaigns and product launches.
• Stay updated on market trends, customer preferences, and competitor activities.

Reporting and Documentation:

• Manage daily billing operations and POS transactions using the company’s software.
• Submit accurate end-of-day reports and support financial reconciliation processes.
• Prepare detailed daily, weekly, and monthly sales and performance reports.
• Maintain and update enquiry status, customer information, and feedback in the CRM system.

Administrative and Operational Support:

• Oversee daily administrative activities to ensure efficient business operations.
• Prepare performance summaries, meeting notes, and reports for management review.
• Ensure front desk area and facilities are clean, organized, and functional at all times.
• Coordinate with external vendors for maintenance, repairs, and facility management.
• Handle incident reports, facility-related complaints, and support emergency response procedures.

Qualifications and Requirements

• Bachelor’s degree, HND, or OND in Business Administration, Marketing, or any related field.
• 2–4years of experience in customer service, sales, front desk operations, or administrative support.
• Exceptional communication and interpersonal skills.
• Well-groomed, pleasant personality, and customer-oriented mindset.
• Strong multitasking, time management, and problem-solving abilities.
• High integrity, professionalism, and attention to detail.
• Ability to work independently with minimal supervision.
• Proficiency in Microsoft Office Suite, Google Workspace, and CRM tools.
• Positive attitude aligned with the organization’s values of wellness, empathy, and customer care.
• Flexibility to work in a dynamic, fast-paced environment.

Salary
N200,000 - N250,000 Monthly.