Customer Service Executive

Your tasks

The role involves handling customer enquiries through phone calls, WhatsApp, SMS and digital messaging platforms, following up with prospective customers, coordinating appointments and delivering excellent customer service.

Customer Communication & Lead Follow-Up

• Handle incoming and outgoing customer calls, WhatsApp messages, SMS and enquiries through respond.io and other communication channels.
• Proactively contact prospective customers by phone and messaging to understand their needs and encourage appointment bookings.
• Follow up with leads generated from marketing campaigns to maximise appointment conversions.
• Communicate confidently and professionally over the phone, addressing customer questions, concerns and objections.
• Respond promptly and effectively to customer enquiries through WhatsApp and other messaging platforms.
• Follow up with customers who have not responded to previous communications.
• Provide accurate information on treatments, services, promotions and appointment availability.
• Build and maintain positive customer relationships through professional and personalised communication.

Appointment Management & Customer Service

• Schedule, confirm, reschedule and cancel customer appointments.
• Conduct appointment confirmations and reminders through phone calls, WhatsApp and SMS.
• Proactively follow up with customers to maximise appointment attendance and minimise no-shows.
• Coordinate closely with Branch Managers and branch teams to ensure smooth appointment arrangements.
• Handle customer enquiries, complaints and feedback promptly and professionally.

CRM & Performance Management

• Manage and update customer enquiries, lead statuses, appointment records and follow-up activities in respond.io and other CRM systems.
• Monitor pending enquiries and ensure timely follow-up.
• Achieve individual performance KPIs, including call activities, response times, appointment bookings, conversion rates and customer attendance rates.
• Prepare daily reports on lead follow-ups, appointment bookings, customer attendance and overall performance.
• Perform other customer service and administrative duties as assigned by management.

Requirements

Job Overview We are looking for a proactive, customer-oriented and results-driven Customer Service Executive to join our beauty and wellness group.

Strong telephone communication skills and effective written messaging skills are essential for this position.

• Strong telephone communication skills, including the confidence to make outbound calls and handle incoming enquiries.
• Strong written communication skills, with the ability to respond clearly, professionally and promptly through WhatsApp, SMS and other messaging platforms.
• Comfortable communicating with new and existing customers through both phone calls and text messages on a daily basis.
• Ability to understand customer needs, handle enquiries and objections, and encourage appointment bookings.
• Proactive attitude with strong follow-up skills and a results-driven mindset.
• Basic computer literacy and ability to use digital communication tools.
• Good organisational skills, attention to detail and ability to multitask.
• Able to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications & Experience

• Minimum GCE 'O' Level, Nitec or equivalent qualification.
• Previous experience in customer service, telemarketing, telesales or appointment coordination.
• Experience in the beauty, wellness or service industry.
• Bilingual communication skills in English and Mandarin are an advantage.
• Familiarity with WhatsApp Business, respond.io or other CRM systems.

What we offer

Monthly Basic Salary: S$2,600 – S$5,000

• Performance-based incentives.
• Training and development opportunities.
• Supportive team environment.

How to apply

Interested candidates are welcome to apply through either of the following methods:

• WhatsApp your resume to +65 8511 0429
• Submit your resume directly through this job portal