Call Center Officer - Assistant Advisor

Job Title: Call Center Officer

Department: Customer Service / Operations

Reports To: Call Center Supervisor / Operations Manager

Location: Ten Wellness — Kuwait (Head Office / Branch-based)

Job Summary

The Call Center Officer is responsible for handling inbound and outbound calls related to bookings, inquiries, and customer service requests across all Ten Wellness branches. The role requires excellent communication skills, a customer-first attitude, and the ability to manage a high volume of calls while maintaining service quality and accuracy.

Key Responsibilities

Answer incoming calls promptly and professionally, addressing customer inquiries regarding services, pricing, and availability

Schedule, confirm, reschedule, and cancel appointments across branches using the booking system

Make outbound calls for appointment reminders, follow-ups, and customer feedback collection

Provide accurate information about Ten Wellness services, packages, and promotions

Handle customer complaints or escalations calmly and redirect to the appropriate department when necessary

Maintain accurate records of calls, bookings, and customer interactions in the system

Coordinate with branch teams to confirm therapist/staff availability and manage overbooking issues

Meet daily/weekly call handling and conversion targets

Support marketing campaigns by informing customers of new offers and promotions

Maintain confidentiality of customer data and adhere to company policies

Requirements

High school diploma or equivalent; a diploma/degree in business administration or related field is a plus

1–2 years of experience in a call center, customer service, or hospitality role (spa/wellness industry preferred)

Excellent verbal communication skills in English and Arabic (additional languages a plus)

Strong phone etiquette and active listening skills

Basic computer skills (MS Office, booking/CRM systems)

Ability to multitask and remain calm under pressure

Good problem-solving and conflict-resolution skills

Punctual, reliable, and able to work in shifts (including weekends if required)

Residency Visa 18 (Ahli) or Mubarak Al Kabeer transferable

Key Skills

Communication & interpersonal skills

Customer service orientation

Attention to detail

Time management

Adaptability in a fast-paced environment

Working Hours: As per shift roster (may include evenings/weekends based on branch operational needs)

Contact: Call/WhatsApp: 90091325