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Customer Service Manager

External
CITISPA logoCitispa · 75br, Singapore
S$48K–S$60K/yrFull-timeUnknown1w ago
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About the role

CitiSpa is a Singapore-based spa dedicated to delivering relaxing, premium and personalised wellness experiences. We're looking for a warm, organised and service-driven Customer Service Manager to lead our front-of-house team and ensure every client enjoys an exceptional experience from booking to follow-up. You'll own the client experience across every touchpoint - leading the reception and customer service team, resolving feedback with care, and setting the service standards that keep clients coming back.

Responsibilities

  • Lead, train and motivate the front desk and customer service team to deliver consistently outstanding service
  • Oversee the end-to-end client journey - bookings, check-in, follow-ups and aftercare communication
  • Handle client feedback, complaints and escalations professionally and promptly
  • Set, monitor and uphold service standards and SOPs across the team
  • Manage appointment scheduling, capacity and customer flow to optimise the experience
  • Drive client retention, satisfaction and membership/package renewals
  • Coordinate closely with therapists and management to ensure smooth daily operations
  • Track service metrics (satisfaction, retention, response times) and report on improvements
  • Support promotions, loyalty initiatives and client communications

Requirements

  • 3-5+ years of customer service experience, with at least 2 years in a supervisory/managerial role
  • Background in spa, wellness, beauty, hospitality or premium service industries strongly preferred
  • Proven ability to lead a team and elevate service standards
  • Excellent interpersonal, communication and problem-solving skills
  • Calm, warm and professional under pressure
  • Organised, detail-oriented and comfortable managing schedules and systems
  • Genuine passion for client care and wellness

Benefits

Competitive salary + performance incentivesA supportive, friendly team environmentOpportunity to lead and shape the client experience at a growing spaReady to create exceptional experiences with us? Send your CV to enquiry@citispa.com.sg

Additional Information

Customer Service Manager - CitiSpa 📍 Singapore | Full-time | On-site

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