Customer Support Specialist

Headmistress Group Sdn Bhd; Kuala Lumpur; On-site; MYR 25,000 - 35,000; Full time

Job summary

A beauty spa company in Kuala Lumpur is seeking a Customer Support & Service Executive to manage customer interactions and ensure a smooth appointment flow. This role involves providing warm assistance, handling WhatsApp inquiries, and converting sales leads into confirmed appointments. The ideal candidate will have 1-2 years of experience in customer service and strong communication skills, along with the ability to multitask in a fast-paced environment. Fresh graduates with excellent communication skills are encouraged to apply.

Qualifications

• Minimum 1–2 years of experience in customer service, front desk, hospitality, beauty/wellness, or a similar field.
• Fresh graduates with strong communication skills are welcome.
• Willing to work retail/spa hours, including weekends or public holidays as needed.

Responsibilities

• Provide warm, helpful, and professional assistance to customers.
• Monitor incoming WhatsApp inquiries throughout the day.
• Manage and update the appointment calendar accurately.
• Maintain customer records and assist with basic front-desk duties.

Skills

Strong communication skills in English

Experience in customer service

Problem-solving skills

Ability to multitask

Familiarity with digital tools

Tools

CRM

WhatsApp Business

Job description

Minimum 1–2 years of experience in customer service, front desk, hospitality, beauty/wellness, or a similar field (fresh graduates with strong communication skills are welcome).

Strong communication skills in English; Bahasa Malaysia and Mandarin are a bonus.

Comfortable managing WhatsApp Business and basic digital tools (calendar apps, booking systems, CRM preferred).

Friendly, patient, and service-minded personality.

Good problem-solving skills and ability to handle customer requests calmly.

Organized, detail-oriented, and reliable in managing schedules and records.

Ability to multitask in a fast-paced environment.

Willing to work retail/spa hours, including weekends or public holidays as needed.

We are seeking a friendly, organized, and proactive Customer Support & Service Executive to manage customer interactions, support daily operations, and ensure a smooth appointment flow for our hair spa. This role involves providing basic customer service, handling WhatsApp inquiries, and converting sales leads into confirmed appointments.

1. Customer Support & Service

Provide warm, helpful, and professional assistance to all customers (in-person, phone, and WhatsApp).

Answer questions about services, promotions, packages, pricing, and therapist availability.

Handle customer concerns or feedback and elevate issues when needed.

Ensure customers feel welcomed, cared for, and guided throughout their experience.

2. WhatsApp Sales Lead Handling

Monitor incoming WhatsApp inquiries promptly throughout the day.

Engage with customers using clear communication and service-oriented messaging.

Understand customer needs and recommend suitable treatments or packages.

Convert leads into confirmed bookings by providing timely follow-up and persuasive but friendly communication.

3. Appointment Scheduling

Manage and update the appointment calendar accurately.

Coordinate therapist availability and ensure optimal scheduling efficiency.

Confirm appointments, send reminders, and follow up on rescheduling or cancellations.

Prevent double-booking and avoid scheduling conflicts.

4. Administrative Support

Maintain customer records, appointment logs, and communication notes.

Assist with basic front-desk duties such as payment handling or registering new customers.

Support management with promoting ongoing offers or service campaigns to customers.

• Minimum 1–2 years of experience in customer service, front desk, hospitality, beauty/wellness, or a similar field (fresh graduates with strong communication skills are welcome).
• Strong communication skills in English; Bahasa Malaysia and Mandarin are a bonus.
• Comfortable managing WhatsApp Business and basic digital tools (calendar apps, booking systems, CRM preferred).
• Friendly, patient, and service-minded personality.
• Good problem-solving skills and ability to handle customer requests calmly.
• Organized, detail-oriented, and reliable in managing schedules and records.
• Ability to multitask in a fast-paced environment.
• Willing to work retail/spa hours, including weekends or public holidays as needed.