Customer Support - Voice

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 Support Experience: 2+ years of experience in customer service, call center, receptionist, appointment-setting, or a similar voice-based role; beauty, hair, spa, or salon industry experience strongly preferred.

• Salon Software Experience: Hands-on experience with salon booking/POS platforms such as Fresha, Boulevard, Mindbody, Vagaro, GlossGenius, Phorest, Square Appointments, or similar systems.

• Communication Skills: Excellent English communication skills with a warm, polished, and professional phone presence; able to confidently communicate with a diverse range of clients.

• Technical Skills: Comfortable working with CRM systems, appointment scheduling platforms, POS systems, email, spreadsheets, and other salon/business software; able to learn new systems quickly.

• Professionalism & Organization: Highly organized, detail-oriented, reliable, and capable of managing multiple calls, appointments, customer requests, and follow-ups while maintaining a positive customer experience.

Core responsibilities:

• Handle Inbound Calls: Answer incoming calls professionally, assist clients with questions, provide accurate information on salon services, pricing, availability, policies, and promotions.

• Appointment Management: Schedule, reschedule, confirm, and cancel appointments while accurately matching clients with the appropriate stylist, technician, service, and available time slot.

• Salon Software Management: Use salon booking, scheduling, POS, CRM, and customer-management software to update appointments, client profiles, notes, service history, and other customer information.

• Customer Service: Deliver warm, professional, and personalized support while addressing customer concerns, complaints, and service issues with patience and professionalism.

• Service Recommendations: Understand the salon’s services and assist clients in selecting appropriate treatments, stylists, or service options based on their needs.

• Follow-Up & Retention: Conduct appointment confirmations, follow-up calls, reminders, and customer outreach to reduce no-shows and encourage repeat bookings.

• Lead & Customer Management: Capture new customer information, respond to inquiries, track leads, and ensure prospective clients receive timely follow-up.

• Administrative Support: Maintain accurate records, process basic customer or payment-related information as applicable, communicate with salon staff regarding client needs, and escalate complex issues to management when necessary.

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!

This is a remote position.