Customer Service Representative

As we grow, we are looking for a polished, articulate, personable, and commercially minded individual to join our team as a Customer Experience & Sales Associate.

This role is for someone who enjoys engaging with people, understands the art of excellent customer service, and knows how to turn a great customer interaction into a lasting relationship and a business opportunity.

The Role

You will be one of the key points of contact between Trimmers and its customers, prospective members, and existing members.

Your responsibility goes beyond answering enquiries. You will help create a seamless customer journey, deliver a premium experience across our online and physical touchpoints, follow up with prospects, drive sales, and ensure that every interaction reflects the quality and exclusivity of the Trimmers brand.

We want someone who is naturally warm, confident, persuasive, organised, and passionate about creating exceptional customer experiences.

Key Responsibilities

Customer Experience & Relationship Management

• Serve as a primary point of contact for customers, prospective members, and existing members across our digital channels and physical location.
• Welcome and attend to walk-in customers and members professionally, ensuring they receive a warm and personalised experience.
• Understand customer needs, recommend suitable services and membership options, and provide accurate information about our offerings.
• Manage customer enquiries, complaints, feedback, and requests promptly and professionally.
• Build strong relationships with members, encourage repeat visits, and contribute to customer satisfaction and retention.
• Ensure a smooth transition from online enquiries to physical visits, bookings, service delivery, and membership engagement.
• Maintain accurate customer records and document interactions, enquiries, bookings, and follow-ups.

Sales & Membership Conversion

• Proactively convert enquiries into bookings, service purchases, and membership sign-ups.
• Follow up with prospective customers and interested members through calls, WhatsApp, social media, and other approved communication channels.
• Identify opportunities to upsell and cross-sell grooming, wellness, hospitality, and membership offerings.
• Explain membership benefits, service packages, promotions, and pricing confidently to prospective customers.
• Maintain a follow-up pipeline for enquiries, prospective members, pending bookings, and inactive customers.
• Work towards agreed sales, conversion, repeat-visit, and membership acquisition targets.
• Collaborate with the Business Development team to identify sales opportunities and improve conversion rates.

Digital Customer Service

• Manage customer enquiries received through WhatsApp, Instagram, telephone calls, and other approved channels.
• Respond promptly, professionally, and in the brand's tone of voice.
• Provide accurate information about services, pricing, operating hours, bookings, membership benefits, and ongoing promotions.
• Follow up on online enquiries and guide customers through the appropriate booking or membership process.
• Maintain proper records of online interactions and update customer information as required.
• Ensure that no qualified enquiry is overlooked and that every prospect receives appropriate follow-up.

Front-of-House & Service Coordination

• Support the smooth coordination of customer arrivals, bookings, appointments, and service requests.
• Liaise with the barbing, aesthetics, massage, pedicure, trichology, bar, and other relevant teams to ensure customers receive timely service.
• Monitor the customer journey from arrival to service completion and payment.
• Support the accurate recording of customer transactions and coordinate with the Finance team where necessary.
• Escalate service delays, complaints, payment discrepancies, and other operational issues to the appropriate team members.
• Ensure the customer-facing environment consistently reflects Trimmers' standards of professionalism, hospitality, hygiene, and premium service.

Member Engagement & Retention

• Maintain regular communication with members and support initiatives that strengthen their connection to Trimmers.
• Follow up with members after visits where appropriate to gather feedback and encourage return visits.
• Identify opportunities to re-engage inactive members and customers.
• Support member appreciation initiatives, promotions, events, and other customer engagement activities.
• Collect feedback and share recurring customer concerns, preferences, and suggestions with management.
• Help create an experience that makes customers feel valued, understood, and motivated to return.

Reporting & Accountability

• Maintain daily records of enquiries received, bookings made, follow-ups completed, sales generated, and memberships converted.
• Prepare concise reports on customer activity, sales performance, outstanding enquiries, and customer feedback.
• Track leads through the customer journey and ensure timely follow-up at each stage.
• Adhere to approved customer service procedures, communication standards, and reporting structures.
• Contribute ideas for improving customer satisfaction, conversion rates, operational efficiency, and revenue generation.

Who We're Looking For

The ideal candidate is:

• Beautifully presented and polished: Understands professional grooming, personal presentation, and the standards expected when representing a premium lifestyle brand.
• Articulate and well-spoken: Communicates clearly, confidently, and professionally, both verbally and in writing.
• Warm and personable: Naturally engaging, approachable, attentive, and comfortable interacting with different personalities.
• Sales-driven: Understands how to recommend services, overcome objections, follow up on leads, and close sales without being pushy.
• Customer-obsessed: Pays attention to detail and takes ownership of the customer's experience from the first enquiry to post-service follow-up.
• Confident and persuasive: Can explain value, influence purchasing decisions, and build trust with prospective and existing members.
• Organised and responsive: Can manage multiple enquiries, bookings, follow-ups, and customer requests without losing track of details.
• Commercially aware: Understands that exceptional service should support customer retention, membership growth, and business revenue.
• Emotionally intelligent: Remains calm under pressure, handles complaints tactfully, and knows how to manage difficult conversations.
• Proactive and accountable: Takes initiative, follows through on commitments, and works towards measurable results.

Requirements & Qualifications

• OND, HND, or bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or a related discipline.
• Previous experience in customer service, sales, client relations, front-desk operations, hospitality, or a similar customer-facing role.
• Demonstrable ability to manage customer enquiries, follow up on prospects, and support sales conversion.
• Excellent spoken and written communication skills.
• Good telephone etiquette and professional WhatsApp communication skills.
• Familiarity with customer relationship management tools, booking systems, or customer databases is an advantage.
• Basic computer literacy and proficiency in relevant office applications.
• Ability to learn and follow established workflows, SOPs, and customer service standards.
• Willingness to work onsite and participate in scheduled shifts or weekend operations where required.
• Experience in luxury hospitality, premium retail, wellness, grooming, lifestyle brands, membership-based businesses, or other high-touch service environments is an added advantage.

Key Performance Indicators (KPIs)

Performance will be assessed against:

• Number of enquiries successfully followed up.
• Enquiry-to-booking and enquiry-to-membership conversion rates.
• Sales and membership acquisition targets.
• Response time and quality of customer communication.
• Customer satisfaction, feedback, and complaint resolution.
• Repeat visits, customer retention, and re-engagement.
• Accuracy of customer records, bookings, and daily reports.
• Adherence to approved SOPs and customer experience standards.

What We Offer

The opportunity to join a growing premium lifestyle and wellness brand.

• An engaging, customer-facing role with opportunities to develop sales, relationship management, and customer experience skills.
• The opportunity to contribute directly to customer satisfaction, membership growth, and business performance.
• A professional and collaborative working environment.

Interested and qualified candidates should submit their CV, highlighting their relevant customer service, sales, and client relationship experience.

Shortlisted candidates may be invited to participate in an interview and a practical customer engagement or sales assessment.

At Trimmers, we believe every interaction is an opportunity to create an exceptional experience, build a lasting relationship, and grow the business. If you have the personality, professionalism, and commercial instinct to make that happen, we would love to hear from you.