Provides remote virtual front-desk support for a luxury salon by answering calls, explaining services, booking and managing appointments, converting leads, handling client concerns, supporting rebooking and retail sales, maintaining CRM records, and assisting with promotions, inventory, ordering, and daily operations.
This is a remote position.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Customer Service Experience: 2+ years of experience in customer service, preferably in a salon, barbershop, spa, beauty, hospitality, medical office, med spa, luxury retail, or other appointment-based service environment
- Education: Bachelor’s degree preferred, or equivalent experience in client service, sales, hospitality, medical office, spa, med spa, salon, or luxury retail environments.
- Strong Phone & Communication Skills: Excellent verbal English, active listening, professional phone etiquette, and strong client service skills. Able to communicate clearly and professionally with a diverse range of clients.
- Salon & Beauty Knowledge: Familiarity with salon and barbershop services is strongly preferred, particularly men's grooming, haircuts, coloring, balayage, blonding, keratin treatments, and related beauty services. Comfortable learning and accurately explaining a wide range of hair, grooming, and beauty services.
- Sales & Scheduling Skills: Sales-minded, proactive, and comfortable converting inquiries into appointments, recommending appropriate services and products, handling objections, and managing multiple scheduling requests accurately.
- Booking Software & CRM Experience: Experience working with salon booking software, CRM systems, or appointment-management platforms. Experience with Zenoti and Hyperconnect is highly preferred.
- Technology Skills: Comfortable using computers, booking systems, POS systems, email, social media, CRM platforms, and other digital tools required for client and appointment management.
- High-Volume Call Handling: Experience handling high-volume inbound and outbound calls while maintaining a professional, attentive, and personable approach.
- Organization & Multitasking: Highly organized, detail-oriented, and able to multitask effectively under pressure while maintaining accuracy and excellent client service.
- Professional Appearance & Communication: Professional appearance and polished communication style, with the ability to confidently represent a premium, high-end salon brand.
- Ownership & Problem-Solving: Able to take ownership of responsibilities, follow through on commitments, proactively address client needs, and solve problems without constant supervision.
- Luxury Industry Experience: Previous experience in a luxury salon, barbershop, spa, beauty, hospitality, medical spa, or luxury retail environment is strongly preferred.
- Long-Term Career Interest: Interested in building a long-term career path in the beauty, wellness, hospitality, or business management industry.
Core responsibilities:
- Answer incoming calls professionally and provide accurate information about services, pricing, availability, policies, and promotions.
- Book, reschedule, confirm, and update client appointments.
- Listen to clients’ needs and provide basic information about salon services.
- Handle client questions, concerns, cancellations, and rescheduling requests professionally.
- Provide a warm, polished, and consistent luxury client experience through all virtual interactions.
- Convert phone calls, online inquiries, and leads into booked appointments.
- Help keep stylist and service provider schedules consistently full.
- Follow up with leads, missed opportunities, and existing clients.
- Support rebooking, service upgrades, add-ons, and retail sales.
- Help achieve monthly booking, service, and sales goals.
- Manage appointments and client information using salon booking software and CRM systems.
- Create and update client records accurately.
- Use booking systems, POS systems, email, text platforms, social media, and other internal tools.
- Assist with basic booking, account, payment, and communication issues.
- Keep virtual front desk operations organized and efficient.
- Support social media engagement, promotions, and client communication.
- Assist with marketing initiatives, hiring posts, and team culture content.
- Help promote Substance Salon as a luxury beauty destination in Rutherford.
- Monitor retail, back-bar, and color inventory and communicate product needs to the team.
- Assist with product ordering and other administrative tasks.
- Support stylists and leadership with daily operational needs.
- Communicate effectively with the onsite team to ensure client and business needs are handled smoothly.
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
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