Front Desk / Customer Engagement Executive

About the Role

Wendernek Consulting Limited is expanding its team and seeking a dynamic Front Desk & Customer Engagement Executive to join us in Lagos, Nigeria. This role combines customer service excellence, sales engagement, and operational coordination to deliver outstanding experiences and drive business growth.

Key Responsibilities

Customer Experience Management

• Greet and welcome guests at the spa with professionalism and warmth
• Explain various products and services to guests in detail
• Ensure a smooth and comfortable experience for customers from entry to exit
• Manage customer complaints professionally and ensure guest satisfaction
• Escalate customer queries to doctors and therapists when necessary
• Schedule treatments and therapies according to client appointments in coordination with the team

Customer Engagement and Sales Operations

• Manage correspondence with guests via email, WhatsApp, and phone
• Handle incoming calls, emails, chats, and walk-in inquiries with high standards of customer service
• Create invoices for products and services at the front desk
• Send appointment and treatment reminders to guests
• Manage the official WhatsApp account for the center
• Present, promote, and sell products and services to existing and prospective customers
• Establish, develop, and maintain positive business and customer relationships
• Achieve agreed-upon sales targets and outcomes within schedule
• Conduct cold calling to reach potential customer leads
• Coordinate sales efforts with team members and other departments
• Provide management with reports on customer needs, problems, competitive activities, and new product/service opportunities
• Maintain accurate customer records in the CRM system, including communication history, preferences, and feedback
• Assist with various events at the center and external locations

Online and Field Sales Engagement

• Manage online sales platforms and update product/service listings
• Respond to inquiries and convert leads into clients through calls and chats
• Coordinate delivery logistics with clients
• Engage potential clients through field visits, networking events, exhibitions, and sales pitches
• Maintain strong relationships with clients across all channels