The Role
You will play an important role in the complete customer journey - from the first enquiry through consultation, trial, follow-up, package conversion and ongoing customer care.
During quieter periods, you will also support wellness services, lead follow-ups, customer reactivation and other activities that contribute to the growth of the centre.
This position would suit someone who enjoys working with people, is organised and responsible, has a natural ability to build relationships and is comfortable with consultative sales.
Full training on our services, systems and applicable wellness equipment will be provided.
Key Responsibilities
Customer Relations & Sales
- Respond promptly and professionally to customer enquiries via WhatsApp, phone, social media and in person.
- Understand customers needs and recommend suitable programmes and services.
- Coordinate trial bookings, appointments and class enquiries.
- Follow up with new enquiries and trial customers to encourage conversion.
- Explain packages, promotions and membership options confidently.
- Follow up with existing customers for renewals and retention.
- Reactivate past customers and leads through appropriate follow-up.
- Identify opportunities to cross-recommend suitable services across Inspire Mum & Baby and WCTC.
- Work towards agreed customer conversion and sales targets.
Wellness Consultation & Services
- Welcome and attend to WCTC wellness clients.
- Conduct customer intake and non-clinical wellness consultations within the scope of training provided.
- Assist with suitable wellness assessments and services after appropriate training.
- Support the delivery of designated non-clinical wellness treatments and machine-based services where appropriate.
- Explain treatment programmes and packages clearly to customers.
- Follow up with customers on their wellness journey and encourage continuity of care.
- Maintain treatment areas, equipment and customer records according to centre procedures.
Prior wellness or treatment experience is an advantage but not essential, as training will be provided.
Centre Operations
- Support the smooth day-to-day operation of the centre.
- Perform opening and closing duties according to roster.
- Manage customer check-ins, bookings and general enquiries.
- Ensure the centre and customer-facing areas are presentable and ready for operations.
- Coordinate with instructors, therapists and the operations team where required.
- Assist with scheduling and general administrative duties.
- Handle customer concerns professionally and escalate matters where necessary.
Marketing, Outreach & Events Support
- Assist with marketing campaigns and promotions.
- Support social media content creation, including helping with simple photos/videos and customer testimonials.
- Assist with WhatsApp broadcasts, customer database initiatives and promotional follow-ups.
- Support community outreach and partnership activities.
- Assist with workshops, Open Houses and centre events.
- Follow up with leads generated through campaigns, partnerships and events.
What We're Looking For
We're looking for someone who is:
- Warm, personable and confident communicating with customers.
- Sales-oriented without being overly pushy - able to listen, understand needs and recommend appropriately.
- Organised, responsible and strong in follow-through.
- Proactive and comfortable working independently.
- Comfortable working in a customer-facing wellness environment.
- Able to multitask and move between customer service, sales and centre operations.
- Comfortable learning wellness services and equipment.
- A good team player who is willing to be hands-on when needed.
- Comfortable using WhatsApp, basic Microsoft Office/Google applications and digital systems.
- Able to work on weekend.
Experience in customer service, sales, hospitality, beauty, wellness, fitness, healthcare, retail or service industries would be advantageous.
Candidates with backgrounds in wellness, beauty therapy, fitness, sports science or related areas are especially welcome to apply.
