Customer Services Agent

Job Purpose

To support management in the daily operations of Bangkok LIFE and ensure a seamless, personalised and high-quality guest experience. The position will be the first point of contact for guests and is responsible for creating a warm, professional and service-oriented experience throughout the guest journey.

Key Responsibilities

Be the first point of contact for guests and ensure all interactions are warm, professional and service-oriented.

Build and maintain strong relationships with guests and members, understanding their needs, preferences and wellness goals.

Follow up with guests and members after their visits to encourage continued engagement and repeat visits.

Handle guest enquiries, requests and complaints professionally and ensure appropriate follow-up.

Identify opportunities to introduce relevant Bangkok LIFE programmes and experiences based on the guest's needs, within the scope of the role and approved guidelines.

Coordinate with the Medical and Wellness teams when guests require further consultation or professional advice.

Maintain accurate guest profiles, preferences and relevant service information in the system.

Longevity, Wellness & Biohacking Knowledge

Develop a good understanding of Bangkok LIFE's longevity, wellness, biohacking, medical and recovery services.

Be able to confidently explain the purpose, benefits, duration and process of our programmes and treatments to guests.

Understand the difference between wellness services and medical services and refer guests to the appropriate doctor or medical team when medical advice is required.

Stay informed about new treatments, equipment, programmes and promotions.

Support guests in understanding their personalised wellness journey and recommend appropriate next steps based on approved programme guidelines.

Ensure that all information provided to guests is accurate and aligned with approved medical and marketing communication.

Reservations & Guest Services

Answer all incoming phone calls and enquiries in a professional and friendly manner.

Respond to guest enquiries regarding programmes, treatments, availability, duration and pricing.

Schedule appointments efficiently and coordinate availability with the Medical and Wellness teams.

Suggest appropriate alternatives when the guest's preferred appointment or service is unavailable.

Confirm appointment times, cancellation policies and relevant information before ending calls.

Support online bookings and enquiries through relevant digital channels.

Guest Experience & Brand Representation

Conduct Bangkok LIFE facility tours for guests, members, hotel guests, media, travel agents and partners.

Present Bangkok LIFE's brand positioning and explain our Longevity & Biohacking concept in a clear and engaging manner.

Ensure the guest journey is consistent with Bangkok LIFE's service standards and positioning.

Communication & Teamwork

Maintain good working relationships with guests, members, colleagues, Mspa and St Regis Hotel.

Support ongoing English communication and service dialogue training related to wellness and longevity services.

Communicate effectively with the Medical and Wellness teams to ensure accurate information is provided to guests.

Participate in training and development activities to continuously improve product knowledge and guest service skills.

Carry out other duties as assigned by management.

Job Specification

Position Requirements

Bachelor's Degree in any related field.

Minimum 2 years' experience in hospitality, wellness, spa, healthcare, medical services, fitness or luxury guest relations.

Experience in wellness, longevity, biohacking or medical wellness would be an advantage.

Strong customer relationship management and guest service experience.

Experience in sales, membership or relationship management would be an advantage.

Good understanding of luxury hospitality and personalised guest service.

Personnel Requirements

Fluent in spoken and written English.

Excellent communication and interpersonal skills.

Confident and professional when communicating with guests.

Positive attitude, service-minded and team-oriented.

Well groomed and professional appearance.

Strong relationship-building and follow-up skills.

Able to learn and communicate technical wellness and medical information clearly and appropriately.

Strong commercial awareness with the ability to identify appropriate opportunities for guest engagement and repeat visits.

Passionate about wellness, longevity, healthy ageing and biohacking.

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