Customer Support – Voice

This is a fully remote position, open to applicants in United States.

📋 Description

• Professionally handle incoming calls

• Provide clients with accurate information regarding salon services, pricing, availability, policies, and promotions

• Schedule, reschedule, confirm, and cancel appointments as needed

• Pair clients with the right stylist, technician, service, and suitable time slot

• Utilize salon booking, scheduling, POS, CRM, and customer-management software to update appointments, client profiles, notes, service history, and other customer details

• Offer warm, professional, and personalized customer support

• Tackle customer concerns, complaints, and service issues with patience and professionalism

• Assist clients in choosing suitable treatments, stylists, or service options

• Conduct appointment confirmations, follow-up calls, reminders, and outreach to minimize no-shows and promote repeat bookings

• Collect new customer information, respond to inquiries, track leads, and ensure timely follow-up for prospective clients

• Maintain precise records and process basic customer or payment-related information as necessary

• Communicate client needs effectively with salon staff

• Escalate complex issues to management when required

⛳️ Requirements

• Minimum of 2 years of experience in customer service, call center roles, reception, appointment-setting, or a similar voice-based position

• Strongly preferred experience in the beauty, hair, spa, or salon industry

• Practical experience with salon booking/POS platforms such as Fresha, Boulevard, Mindbody, Vagaro, GlossGenius, Phorest, Square Appointments, or comparable systems

• Outstanding English communication skills, showcasing a warm, polished, and professional phone presence

• Ability to communicate confidently with a diverse array of clients

• Comfortable using CRM systems, appointment scheduling platforms, POS systems, email, spreadsheets, and other salon or business software

• Quick to learn new systems

• Highly organized, detail-oriented, dependable, and able to manage multiple calls, appointments, customer requests, and follow-ups while ensuring a positive customer experience

🏝️ Benefits

• Competitive salary

• Opportunity to influence the HR function of a rapidly expanding BPO

• Collaborate closely with a team of industry leaders who have a proven history of scaling BPOs

• Opportunities for career growth and development