CLIENT RELATION EXECUTIVE (CUSTOMER SERVICE)

Job Responsibilities

• Respond promptly and professionally to customer inquiries and leads via WhatsApp, phone calls, email, CRM system, Meta, social media, and other online channels.
• Actively engage with new and existing customers to understand their needs, recommend suitable treatments, and convert inquiries into confirmed appointments.
• Follow up consistently with potential customers who have not yet booked, with the aim of maximising lead conversion and appointment bookings.
• Handle and manage leads generated from marketing campaigns, ensuring timely response, follow-up, and proper recording of lead status in the CRM system.
• Provide accurate information on treatments, pricing, promotions, packages, doctors, and appointment availability.
• Work closely with the Marketing team to stay updated on new promotions, campaigns, offers, and marketing initiatives, and ensure accurate and consistent communication to customers.
• Liaise closely with the Operations Manager regarding treatment pricing, packages, and any pricing updates to ensure customers are provided with the latest and approved information.
• Build rapport and maintain strong relationships with customers throughout the inquiry, booking, and pre-appointment process.
• Identify customer needs and concerns, handle objections professionally, and provide appropriate information to encourage appointment conversion.
• Follow up with customers regarding appointments, enquiries, promotions, treatment interests, and missed or postponed appointments.
• Coordinate closely with Branch Managers, doctors, therapists, and other departments to ensure smooth appointment arrangements and customer experience.
• Handle customer complaints, feedback, and escalations professionally and ensure timely resolution.
• Monitor lead response time, follow-up activities, appointment conversion, and overall customer service performance.
• Maintain accurate customer records, lead status, follow-up records, and appointment details in the CRM system.
• Support marketing campaigns by responding to social media comments, online inquiries, and campaign-generated leads promptly and professionally.
• Assist in identifying trends, common customer concerns, and opportunities to improve lead conversion, customer experience, and appointment booking processes.
• Prepare regular reports on leads received, follow-ups, appointments booked, conversion performance, and other customer service activities as required by Management.
• Perform any other customer service, client relations, or administrative duties assigned by Management.

Requirements

• Minimum 3 years of customer service, client relations, telesales, sales, or appointment-setting experience, preferably in the aesthetics, beauty, healthcare, wellness, or related industry.
• Minimum SPM (with relevant experience) or equivalent qualification.
• A Diploma or Bachelor's Degree in Business Administration, Customer Service, Hospitality, Marketing, Sales, or a related field is an added advantage.
• Excellent communication skills in English.
• Proficiency in Mandarin (spoken and written) is an added advantage.
• Strong communication, interpersonal, persuasion, and sales conversion skills.
• Confident in engaging customers, handling objections, following up, and closing appointments.
• Customer-oriented with a strong focus on achieving lead conversion and appointment booking targets.
• Strong problem-solving and conflict resolution skills.
• Comfortable using CRM systems, WhatsApp, Meta, social media platforms, and other digital communication tools.
• Able to work independently, manage multiple leads simultaneously, and follow up consistently.
• Positive, proactive, target-driven, and able to work effectively in a fast-paced clinic environment.

Working Arrangement

• Working Hours: 10:00 AM – 7:00 PM
• Off Days: 6 rotational off days per month
• Sunday: Work From Home (WFH)
• Willing to work on weekends and public holidays based on the duty roster.
• Location: Ozhean Clinic Naza Tower