Customer Service Officer

About KOMO

KOMO Scalp & Hair Wellness is a premium, science-led scalp and hair wellness brand, combining AI-powered diagnostics with therapeutic treatments to deliver personalised scalp solutions and exceptional customer experiences.

Role Overview

As a Customer Service Officer, you are the first point of contact and the face of KOMO, responsible for delivering a seamless, warm, and premium client journey from arrival to departure.

You play a critical role in customer experience, appointment coordination, membership support, and sales conversion, ensuring every client feels valued, cared for, and confident in their wellness journey.

Key Responsibilities

1. Customer Experience & Front Desk

Welcome clients with a professional, warm, and premium service attitude

Manage check-ins, registrations, and appointment confirmations

Ensure smooth client flow and minimal waiting time

Maintain a clean, organized, and luxury front-of-house environment

Offer refreshments and ensure client comfort upon arrival

2. Appointment & CRM Management

Handle bookings via phone, WhatsApp, and online platforms

Update client records, treatment history, and preferences in system

Coordinate therapist schedules and treatment rooms efficiently

Send appointment reminders and follow-ups to maximize attendance

Manage rescheduling and last-minute changes professionally

3. Customer Enquiries & Service Recovery

Handle customer enquiries (walk-in, phone, digital channels)

Provide accurate information on treatments, packages, and promotions

Support consultants in explaining membership packages when required

Resolve complaints professionally with empathy and confidence

Escalate issues promptly and follow through until resolution

4. Operations & Administrative Support

Process payments, invoices, and receipts accurately

Handle POS system and daily cash reconciliation

Prepare daily reports (appointments, sales, attendance)

Monitor stock levels (retail, consumables, front desk supplies)

Support outlet events, marketing campaigns, and collaborations

5. Sales & Membership Support

Support walk-in conversion and appointment bookings

Promote ongoing promotions, packages, and membership programs

Assist in membership registration and renewal processes

Achieve individual and team KPIs (conversion rate, retention, upsell)

Requirements

Experience & Skills

Minimum 1–2 years of experience in customer service, front desk, or retail (beauty, wellness, hospitality preferred)

Experience in spa, salon, clinic, or premium retail environment is an advantage

Strong communication and interpersonal skills

Customer-centric mindset with strong problem-solving ability

Comfortable using booking systems, POS systems, and CRM tools