The Customer Care/ Feedback Coordinator is to ensure positive interactions between endota and its customers. They represent the endota brand by addressing customer inquiries, resolving issues, and providing support throughout the customer journey.  

Customer care officers are instrumental in cultivating customer satisfaction, retention, and loyalty through their delivery of outstanding service and support across the customer lifecycle. This is a Full Time 12-month Maternity Leave contract

Key Responsibilities

As the Customer Care/ Feedback Coordinator, you will:

• Respond to customer enquiries via various channels such as phone, email and Live Chat.

• Provide information about products, treatment, offers, gift cards and any other issues that may arise. 

• Troubleshoot and resolve customer problems efficiently and effectively

• Assist customers with website issues and any other assistance needed to ensure a positive customer experience

• Provide support and cover for Reception role 

• Report to relevant departments any customer issues or recurring themes

• Be responsible and accountable for understanding all policies, procedures and systems required

About You

• A passion for pleasing the Customer (both internal & external). 

• Taking the time to understand customer needs. 

• Spa or beauty background 

• Strong conflict resolution experience.

• Presents a positive customer experience. 

• Strong customer service experience.

• Builds strong working relationships with stakeholders based on trust

You will bring:

• VCH or higher or equivalent relevant qualification  

• Prior experience in a Receptionist and/or Customer Service role 

• Ability to work on multiple tasks efficiently and accurately 

• Attention to detail 

• High standard of presentation 

• Excellent written and verbal communication skills 

• Problem solving ability 

• A proactive nature with ability to recommend changes or new initiatives relating to systems or process efficiencies 

• Prior experience dealing with difficult situations or challenging customers 

• High level administrative experience supporting multiple stakeholders is highly desirable 

• Formal academic qualifications to Diploma Level in Customer Service and/or Business Administration would be highly desirable