Front Desk / Customer Engagement Executive at Wendernek Consulting Limited

Responsibilities
Customer Experience Management:

• Greet and welcome guests at the spa.
• Explain thevarious products and services to guests.
• Ensure a smooth and comfortable experience for customers from the entry pointtill they exit the premises.
• Manage customer complaints and ensure that guests feel comfortable.
• Escalate customer queries to the doctor and Therapists when necessary.
• Schedule treatments and therapies as per the client’s appointments, in coordination with the team.

Customer Engagement and Sales at the Center:

• Manage correspondence with guests on email, WhatsApp, phone.
• Manage incoming calls, emails, chats, and walk-in inquiries with a high standard of customer service.
• Make invoices of products and services at the front desk.
• Send out reminders to guests regarding their treatments and appointments.
• Manage official WhatsApp number for the center.
• Present, promote and sell products/services using solid arguments to existing and prospective customers.
• Establish, develop and maintain positive business and customer relationships.
• Achieve agreed upon sales targets and outcomes within schedule.
• Reach out to customer leads through cold calling.
• Coordinate sales effort with team members and other departments.
• Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
• Maintain accurate customer records in the CRM system, including communication history, preferences, and feedback.
• Assist the various events at the center and outside the center.

Sales (Online and Field Engagement):

• Manage online sales platforms, update product/service listings, respond to inquiries, convert into clients through calls and chats, and coordinate deliveries.
• Engage potential clients through field visits, networking events, exhibitions, and sales pitches.
• Maintain relationships with current clients, upsell or cross-sell products, and gather feedback for improvement.

Reporting:

• Manage the Bank POS and Billing through the company provided software.
• Provide end of day reports and participate in reconciliation with finance department.
• Prepare daily, weekly and monthly sales reports with insights and recommendations.
• Update status of enquiries in the CRM system and templates provided.

Administrative Duties:

• Supervise and coordinate daily administrative functions to ensure smooth business operations.
• Prepare performance reports, meeting minutes, and project summaries for executive review.
• Oversee the maintenance of company facilities, ensuring safety, cleanliness, and functionality.
• Work with external service providers for maintenance, repairs, and facility upgrades as and when needed.
• Handle incident reports, facility-related complaints, and emergency response planning as and when needed.

Requirements

• Bachelor's Degree / HND. 
• At least 5-7years’ experience in sales, front desk and multi-functional role.
• Pleasing personality, well-groomed with excellent communication skills.
• Strong adaptability and time-management skills.
• Excellent interpersonal and problem-solving abilities.
• Integrity, attention to detail, and the ability to work with minimal supervision.
• Troubleshooting skill with dynamic and progressive attitude.
• A positive attitude and alignment with the values of the wellness industry and customer service.
• Proficiency in Front office tools (e.g., Google tools, Microsoft tools) and administrative tools.

Preferred Attributes:

• Previous experience in wellness, hospitality, or lifestyle industries.
• Familiarity with customer-facing operations.
• Interest in health and wellbeing practices.