Client Care Specialist

2 hours ago

Pasig, National Capital Region, Philippines Onelife Studio, Inc. Full time

The Client Care Specialist is responsible for delivering outstanding front-line service to clients, from first inquiry to after-service follow-up. This role involves managing schedules, handling client concerns, assisting in billing, coordinating between branches, and supporting marketing initiatives — all while fostering strong relationships that reflect ONELIFE's commitment to wellness and personalized care.

Client Experience & Front Desk Management

  • Greet and assist clients warmly during check-in/check-out, ensuring a professional and welcoming experience.
  • Respond to inquiries via phone, email, and messaging promptly and accurately.
  • Proactively identify client needs and offer assistance, including rescheduling or follow-ups when necessary.
  • Assist clients in setting up their ONELIFE mobile app access and offer troubleshooting / tutorial support whenever needed.
  • Address client feedback and concerns with empathy and escalate unresolved issues to the Branch Team Lead and/or Sales & Operations Manager.

2. Scheduling & Administrative Support

  • Coordinate daily appointment schedules for physical therapy, PhysiopilatesTM, and other services.
  • Manage bookings, cancellations, and waitlists to optimize studio schedules.
  • Maintain accurate and updated client information and health records in the system.
  • Relay studio announcements, promotions, and policy updates to clients in a timely manner.

3. Inter-Branch Coordination & Client Endorsements

  • Facilitate smooth client transfers or endorsements between branches, ensuring continuity of care and seamless scheduling.
  • Coordinate with other branch client care teams for package usage, billing updates, and special client arrangements.
  • Maintain clear communication when handling cross-branch bookings or client inquiries to prevent service gaps.

4. Billing & Financial Transactions

  • Process payments for individual sessions, packages, and retail purchases accurately.
  • Track outstanding balances and conduct professional follow-ups to assist in collections.
  • Prepare and reconcile daily sales and transaction reports for submission to the finance team.

5. Marketing Support & Client Feedback

  • Encourage and guide clients to leave Google reviews for the assigned branch to boost online visibility and credibility.
  • Collect client feedback through surveys or direct conversations and escalate insights to the Branch Team Lead and/or Sales & Operations Manager.
  • Support marketing campaigns by sharing promotions, special offers, and events with clients during interactions.

6. Operational Support

  • Conduct regular studio supplies and retail inventory checks; request replenishment as needed.
  • Collaborate with the coaching team and management to ensure smooth daily studio operations. Ensure that the coaching team has an optimal teaching load, assisting in upholding the branch productivity rates.
  • Implement and uphold client care and safety protocols in line with studio policies.

7. Client Retention & Engagement

  • Support membership and package renewals through timely communication and gentle follow-ups.
  • Assist in organizing client engagement initiatives such as marketing events, campaigns, and surveys.
  • Create a positive and supportive studio atmosphere that encourages client loyalty and referrals.

Other in-branch projects as assigned.

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