Customer Experience Lead: Spa & Skincare

Clarins Pte Ltd; Singapore; On-site; SGD 36,000 - 52,000; Full time

Benefits offered by this job

Attractive compensation and benefits

Job summary

Clarins Group in Singapore is seeking a Customer Service Specialist to lead a reception team at our Skin Spa. You will manage bookings, greet clients, answer inquiries and ensure a premium guest experience across all touchpoints.

The role emphasizes upselling skincare and treatments, maintaining accurate records, and collaborating with therapists to maximise client satisfaction and loyalty. Prior supervisory or team-leadership experience in beauty or retail is preferred.

Qualifications

• Minimum 2 years of experience in customer service, hospitality, retail or beauty industry.
• Prior supervisory or team leadership experience preferred.
• Strong communication and interpersonal skills.
• Customer-focused with excellent problem-solving abilities.
• Sales-driven with the ability to build strong customer relationships.
• Comfortable working in a fast-paced service environment.
• Proficient in Microsoft Office and appointment booking systems.

Responsibilities

• Lead, coach and develop a team of Customer Service Officers.
• Ensure excellent customer service standards are consistently delivered.
• Monitor team performance and provide regular coaching and guidance.
• Support roster planning and daily manpower allocation.
• Welcome and attend to customers professionally at all touchpoints.
• Manage appointment bookings, confirmations, waitlists and customer enquiries.
• Build strong relationships with customers before and after treatments.
• Handle customer feedback and complaints in a timely and professional manner.
• Ensure all customer records and profiles are updated accurately.
• Introduce and recommend suitable skincare products and treatment services.
• Support retail sales through personalised product and treatment recommendations.
• Promote new product launches, treatment packages and loyalty programmes.
• Conduct customer follow-ups and recall activities to encourage repeat visits.
• Work closely with therapists to enhance customer experience and maximise sales opportunities.
• Ensure smooth daily operations of the Skin Spa reception, lounge and retail areas.
• Manage appointment scheduling and room allocation to maximise therapist productivity and room occupancy.
• Oversee cashiering, payment processing and daily sales reconciliation.
• Monitor and replenish spa supplies, product inventory, samples and promotional items.
• Ensure phone calls, emails, WhatsApp messages and customer enquiries are responded to promptly.
• Maintain a clean, organised and welcoming environment at all times.

Skills

Team leadership

Customer service

Hospitality

Retail/Beauty

Communication

Tools

Microsoft Office

Appointment booking systems

Job description

Clarins Group in Singapore is seeking a Customer Service Specialist to lead a reception team at our Skin Spa. You will manage bookings, greet clients, answer inquiries and ensure a premium guest experience across all touchpoints.

The role emphasizes upselling skincare and treatments, maintaining accurate records, and collaborating with therapists to maximise client satisfaction and loyalty. Prior supervisory or team-leadership experience in beauty or retail is preferred.