Customer Service Agent

CUSTOMER SERVICE AGENT Guest Services | Full-Time, Hourly | KYD $8.75 - $10.50 per hour Position Summary. The Customer Service Agent is the first and last point of contact for spa guests and plays a key role in creating a welcoming, professional experience. The position manages appointments and front-desk operations, resolves customer concerns, maintains accurate client records, processes payments and supports sales by recommending services and products suited to each guest. KEY RESPONSIBILITIES • Guest Service & Client Care: Greet every guest warmly and professionally, creating a calm and welcoming experience from arrival through departure. • Answer telephone, email and in-person enquiries promptly; provide accurate information on services, products, pricing, promotions, packages and appointment requirements. • Build strong client relationships by recognising preferences, personalising interactions and maintaining accurate client profiles, treatment notes and preferences in Envision. • Appointment Scheduling & Daily Operations: Book, confirm, reschedule and cancel appointments in Envision; co-ordinate schedules between guests, therapists, estheticians and treatment rooms to keep the day running smoothly. • Manage scheduling conflicts and changing guest needs efficiently, communicating updates clearly to the relevant team members. • Payments, Cash Handling & Front Desk: Process payments, gift cards, package sales and other authorised transactions accurately in Envision. • Open and close the spa as assigned, including cash handling, balancing and end-of-day reconciliation; assist with billing and outstanding customer accounts where required. • Complaint Resolution & Problem Solving: Handle guest concerns, complaints and service issues calmly and professionally with minimal supervision; use sound judgement to resolve issues and escalate to management when appropriate. • Follow up with guests after concerns are addressed to confirm satisfaction and support customer retention. • Sales & Revenue Growth: Recommend appropriate spa services, packages, memberships and retail products based on each guest's needs and goals; use professional upselling and cross-selling techniques. • Maintain current knowledge of products, services, promotions and new offerings so information and recommendations are accurate. • Records, Administration & Confidentiality: Maintain accurate customer records, appointment information, transactions, comments and service notes; support front-desk administration, correspondence, filing and data entry. • Monitor and organise incoming emails and communications, ensuring enquiries are responded to or forwarded appropriately; protect confidential customer, financial and company information. • Team & Workplace Support: Communicate clearly with therapists, technicians, estheticians and management regarding schedules, guest needs and changes; support colleagues during busy periods. • Keep reception, spa and retail areas clean, organised, presentable and appropriately stocked; assist with office/reception supplies and retail stock monitoring. • Provide feedback to management on recurring customer issues and opportunities to improve service, efficiency and the guest experience; perform other reasonable customer service and administrative duties as required. QUALIFICATIONS & EXPERIENCE • Minimum 3-4 years of experience in a client-facing role within a spa, hotel, hospitality, reception, retail or comparable service environment. • Exceptional interpersonal, written and verbal communication skills, with proven ability to handle customer concerns professionally. • Proven ability to multitask, prioritise and remain organised in a fast-paced environment with strong attention to detail. • Demonstrated sales ability, including confident and appropriate upselling and cross-selling of services, packages and retail products. • Proficiency with appointment scheduling and point-of-sale systems; experience with Envision and Microsof