Customer Service Rep (Spa Services) Work at Home

Website One Spa World

The Customer Care Representative will answer all inbound calls for channels including Timetospa Customer Care, Maritime Customer Care and Resort Spa Customer Care. The CSR will place product orders, deal with enquiries, complaints, reactions and make effective product and treatment recommendations by phone, live chat, and email.

Reports to Customer Service Supervisor.

Location: Remote

Essential Duties and Responsibilities

  • Assist customers post-cruise with product inquiries and instructions on usage.
  • Assist customers post-cruise with service complaint and inquiries.
  • Follow the OSW Returns and Complaints Policies accurately and deal with all cases in a satisfactory manner.
  • Actively record customer notes and complaints on all systems.
  • Assist customers in finding tracking information & follow up directly with warehouse on any shipping/delivery issues.
  • Escalate service issues such as Medi-Spa and Acupuncture to the correct Departments & follow up to ensure customer satisfaction.
  • Properly record and report allergies and reactions using Client Reaction Form.
  • Meet SLA’s


  • Assist customers with placing orders, product questions, and order questions.
  • Engage with customers through live chat to support customer through the checkout funnel.
  • Perform online & offline skin and body care consultations according to customer feedback.
  • Make effective product and treatment recommendations to encourage clients to purchase appropriate products.
  • Upsell and cross-sell to advantage the company and the client.
  • Perform outgoing calls when requested to customers including fraud verifications and outbound sales calls.
  • Stay up to date on product information, details of promotions and offers.
  • Meet SLA’s


Follow our returns/complaints policy accurately and deal with all examples in a satisfactory manner and escalate where necessary.

Key Competencies

  • Interpersonal skills
  • Communication skills – written and verbal
  • Listening skills
  • Problem analysis and problem solving
  • Attention to detail and accuracy
  • Data collection
  • Customer service orientation
  • Adaptability
  • Initiative
  • Elemis treatment and product knowledge*
  • Knowledge of the Elemis Company philosophy*
  • Retail/Sales experience an advantage
  • Good administrational skills
  • General computer literacy and knowledge of office equipment
  • Good numerical skills
  • Training provided

Key Relationships

  • Operations/Spa Directors including Medi Spa Director
  • External partnership leaders
  • Risk Management Department

Qualification and Experience

  • High school diploma or equivalent
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications (outlook, word, excel)
  • A strong command of the English language
  • Knowledge of administration procedures
  • Spa, Wellness, Fitness, Cruise, Travel, or Hospitality industry experience preferred


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