Customer Service Officer

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

• 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.

• 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.

• 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.

• 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 referral programme, membership programme, and customer retention activities.

• Handle cashiering, payment collection, invoices, receipts, and daily closing reports.
• Ensure customer data and transaction records are accurate.
• Assist with daily sales reporting, lead tracking, and appointment conversion tracking.
• Support inventory, retail product display, and general store administration when required.

• Prior experience in customer service, front desk, receptionist, beauty, wellness, retail, or hospitality industry preferred.
• Pleasant personality with a warm and professional attitude.
• Good communication skills in English; Mandarin is an advantage for Mandarin-speaking customers.
• Able to handle WhatsApp enquiries and appointment coordination efficiently.
• Service-oriented, patient, responsible, and well-groomed.
• Comfortable with basic sales support and customer follow-up.
• Able to work retail hours, weekends, and public holidays when required.
• Basic computer skills and ability to use booking or POS systems will be an advantage.