Customer Relations Officer

Role overview

Guest relations and front office

• Greet clients and manage phone and business WhatsApp communications and appointment scheduling.
• Explain therapies and services, support sales and retention, process payments, and facilitate consent forms.
• Resolve guest feedback and complaints and handle client insurance queries and documentation.

Facilities and systems

• Manage DHA/DM inspections and reporting, compliance, maintenance, AMC visits, pest and fire control, and vendor work permits.
• Supervise housekeeping staff and monitor attendance.
• Administer EMR services, packages, and access details; coordinate new service implementations with the vendor.
• Complete daily opening and closing procedures on the scheduler.

Administration and coordination

• Maintain client records and generate and distribute daily and monthly sales, finance, IT, and client reports.
• Monitor spa supplies, products, and equipment; raise monthly purchase orders and order supplies as needed.
• Manage staff shift rosters and vacation planning and organize team-building activities and special occasions.
• Coordinate social media, promotional offers, and Google reviews with marketing; report on marketing data and client feedback.

Qualifications

• Bachelor's degree in a related field.
• 2–3 years of front desk experience.
• Health-sector experience is an advantage.
• Knowledge of Ayurveda is a plus.

Work schedule

• The role requires a 9-hour workday on staggered shifts: 9:00 AM–6:00 PM, 11:00 AM–8:00 PM, or 1:00 PM–10:00 PM.