Guest Service Representative at Abuja Hires

Abuja Hires is recruiting suitable candidates to fill the position below:

Job Title: Guest Service Representative

Location: Abuja (FCT).
Employment Type: Full-time

Job Description
Customer Experience Management:

• Deliver a premium, professional, and welcoming experience for all clients across physical and digital touchpoints.
• Attend to walk-in clients, phone calls, WhatsApp inquiries, website inquiries, and social media inquiries promptly.
• Build and maintain strong relationships with clients to encourage trust, loyalty, retention, and referrals.
• Ensure all clients are attended to courteously, professionally, and efficiently.
• Manage client complaints, concerns, and service recovery processes professionally and promptly.
• Follow up with clients after treatments or appointments to ensure satisfaction and continuity of care.
• Maintain high standards of professionalism, communication, grooming, and customer service.

Sales Conversion & Lead Management:

• Actively convert inquiries, consultations, and leads into paying clients.
• Follow up consistently with leads through calls, WhatsApp, emails, and other communication channels.
• Track and nurture new, existing, and inactive leads to improve conversion rates.
• Ensure no qualified lead is left unattended or without proper follow-up.
• Maintain a structured lead follow-up process to improve appointment bookings and sales performance.
• Convert consultation bookings into treatment purchases, packages, memberships, and product sales.
• Recommend suitable treatments, skincare products, and wellness services based on client needs.
• Upsell and cross-sell services, treatment plans, memberships, and retail products professionally.
• Meet and exceed daily, weekly, and monthly sales and conversion targets.
• Maintain proper records of leads, conversions, follow-ups, and sales activities.

 Appointment & Client Coordination:

• Manage appointment scheduling, confirmations, rescheduling, and cancellations efficiently.
• Coordinate client flow to ensure smooth operations and minimal waiting time.
• Ensure treatment schedules align properly with the clinical team availability.
• Send appointment reminders and follow-up messages to clients.
• Monitor consultation bookings and ensure proper conversion follow-up after consultations.

 Front Desk & Administrative Responsibilities:

• Maintain an organised, professional, and client-ready reception environment.
• Process payments, invoices, receipts, and transaction records accurately.
• Maintain accurate client documentation, treatment history, consent forms, and operational records.
• Prepare daily sales reports, lead reports, and operational updates for management.
• Ensure confidentiality of client information and business records.

Client Retention & Relationship Management:

• Build long-term relationships that encourage repeat visits and client loyalty.
• Follow up with inactive clients and previous clients to encourage return appointments.
• Promote ongoing offers, campaigns, memberships, and newly introduced services professionally.
• Encourage referrals, reviews, testimonials, and positive customer feedback.
• Support customer engagement and retention initiatives across the business.

Operational & Team Support:

• Work closely with operations, clinical, spa, and marketing teams to ensure seamless service delivery.
• Escalate operational issues, client concerns, or service delays promptly.
• Support smooth daily workflow and contribute to overall business efficiency.
• Ensure compliance with company SOPs, customer service standards, and operational procedures.
• Represent the brand professionally and uphold luxury medspa service standards at all times.

Qualifications

• Candidates should possess a First Degree / HND with minimum of 2 years experience.

Application Closing Date
7th July, 2026.

How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: hr@evenana.com using the Job Title as the Subject of the email.