Customer Care & Booking Specialist (Med Spa)
South Africa / Philippines / Kenya
VA/EA – Operations /
Customer Service / Full-Time /
Remote
Role Summary
We are seeking two high-trust team members who will be the first point of contact for our med spa. You’ll handle inbound calls, online leads, DM/text inquiries, and appointment bookings across three locations, ensuring fast responses, accurate scheduling, and a great client experience.
You’ll also collect deposits and keep owners updated via simple KPI reports.
Core Responsibilities
● Phone Triage & Scheduling
○ Answer inbound calls promptly; consult service menus; book, reschedule, or cancel appointments across locations.
○ Manage waitlists, confirmations, no-shows, and last-minute openings to maximize utilization.
● Lead Management
○ Monitor and respond to web leads, Instagram DMs, texts, and web chat; qualify prospects; convert to bookings.
○ Maintain lead logs/pipelines; follow up on pending inquiries and quotes.
● Payments & Deposits ○ Collect and record deposits/fees accurately; send payment links or process over the phone per SOP.
○ Flag failed/declined payments; coordinate re-attempts and reminders.
● Client Communication
○ Send pre- and post-appointment messages, prep instructions, and aftercare; escalate clinical questions appropriately.
● Front-Desk Admin (Virtual)
○ Update client records; document call outcomes; tag issues; summarize daily activity.
○ Adhere to escalation paths; surface repeat issues and CX opportunities.
● Tools & Channels
○ Communicate with the team via WhatsApp (and/or Slack) and follow existing internal processes.
○ Use spa booking/CRM and VoIP systems (training provided).
Must-Have Qualifications
● 3+ years in customer support/front desk, call center, clinic/spa, hospitality, or similar high-volume booking environment.
● Excellent spoken and written English; warm, professional phone manner; clear accent suitable for client-facing calls.
● Proven experience with omnichannel support (phone, email, SMS/DM, web forms).
● Strong attention to detail, integrity, and follow-through; can be trusted to work independently without micromanagement.
● Tech-savvy: fast learner with cloud apps; comfortable with VoIP, CRMs/booking platforms, and WhatsApp.
● Reliable home office setup: quiet workspace, high-speed internet, backup plan, and USB headset.
Nice to Have
● Med spa/clinic front desk experience (e.g., injectables, laser, aesthetics) and basic familiarity with service offerings.
● Experience with systems such as Vagaro, Mindbody, Zenoti, Boulevard, Fresha, Square, Aircall/RingCentral/Grasshopper.
● Basic payment/reconciliation workflows.
● Light social messaging etiquette for Instagram DM triage.
Schedule & Coverage
We’re hiring two Specialists to cover ~66 hours/week of business time with a daily overlap block for handoff and peak periods. Sample coverage models (pick one or propose your own):
● Model A (Weekends Split):
○ Specialist A: Mon–Fri 9:00–17:00 PT + Sat 10:00–18:00
○ Specialist B: Mon–Fri 11:00–19:00 PT + Sun 10:00–18:00
● Model B (Alternate Weekends):
○ Both cover Mon–Fri (staggered 9–17 & 11–19); alternate Sat/Sun weekly.
● Model C (Rotate Long/Short):
○ Four 10-hr shifts + one short overlap day per specialist; weekends alternated.
Note: Daily 2-hour overlap required for handoffs, training, and peak demand.
Success Metrics (KPIs)
● Speed to Answer (Calls): ≥90% within 30–45 seconds
● Lead First-Response Time (DM/web/text): ≤10 minutes during business hours
● Booking Conversion: Target % of qualified inquiries converted to appointments
● Deposit Collection Rate: Target % collected on eligible bookings
● Show Rate & Utilization: Reduced no-shows/cancellations; fill open slots
● Accuracy: 99%+ error-free bookings, notes, and payments
● Client CSAT: Post-interaction rating or owner spot checks meeting target
Training & SOPs
● Onboarding will include scripts, FAQs, service cheat sheets, deposit/refund rules, escalation paths, and step-by-step booking/payment SOPs.
● Daily huddles during ramp; weekly KPI review with the account manager and owners.
Compliance & Standards
● Maintain confidentiality of client data; follow privacy/security SOPs appropriate for a med-spa environment.
● Use approved templates and brand tone; secure handling of payment information.
Compensation & Terms
● Full-time (40 hrs/week), remote, Pacific Time alignment required.
● Weekend availability is required (split or alternating per schedule model).
● Role managed jointly by the owners and Assist World account management (KPIs provided by the client).
$800 - $1,100 a month
Why Join Assist World?
100% REMOTE
$50 birthday bonus
$200 testimonial bonus
$300 tenure bonus every 6 months
$500 entry monthly raffle
NO TRACKER. NO PROBLEM
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
