Customer Service Manager
Bukit Merah Full-time
Customer Service Manager — CitiSpa
- Singapore | Full-time | On-site
About Us
CitiSpa is a Singapore-based spa dedicated to delivering relaxing, premium and personalised wellness experiences. We're looking for a warm, organised and service-driven Customer Service Manager to lead our front-of-house team and ensure every client enjoys an exceptional experience from booking to follow-up.
The Role
You'll own the client experience across every touchpoint — leading the reception and customer service team, resolving feedback with care, and setting the service standards that keep clients coming back.
What You'll Do- Lead, train and motivate the front desk and customer service team to deliver consistently outstanding service
- Oversee the end-to-end client journey — bookings, check-in, follow-ups and aftercare communication
- Handle client feedback, complaints and escalations professionally and promptly
- Set, monitor and uphold service standards and SOPs across the team
- Manage appointment scheduling, capacity and customer flow to optimise the experience
- Drive client retention, satisfaction and membership/package renewals
- Coordinate closely with therapists and management to ensure smooth daily operations
- Track service metrics (satisfaction, retention, response times) and report on improvements
- Support promotions, loyalty initiatives and client communications
- 3–5+ years of customer service experience, with at least 2 years in a supervisory/managerial role
- Background in spa, wellness, beauty, hospitality or premium service industries strongly preferred
- Proven ability to lead a team and elevate service standards
- Excellent interpersonal, communication and problem-solving skills
- Calm, warm and professional under pressure
- Organised, detail-oriented and comfortable managing schedules and systems
- Genuine passion for client care and wellness
- Competitive salary + performance incentives
- A supportive, friendly team environment
- Opportunity to lead and shape the client experience at a growing spa
Ready to create exceptional experiences with us? Send your CV to enq••••@citispa.com.sg.
Bukit Merah
Customer Service Manager — CitiSpa
• Singapore | Full-time | On-site
About Us
CitiSpa is a Singapore-based spa dedicated to delivering relaxing, premium and personalised wellness experiences. We're looking for a warm, organised and service-driven...
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