Customer Service Executive
Key Responsibilities
Customer Service
· Handle customer enquiries via WhatsApp, phone calls, email and social media comments.
· Respond to customer enquiries promptly, professionally and accurately.
· Understand clinic workflows, services, promotions and appointment booking processes toprovide appropriate assistance.
· Escalate complex enquiries or complaints to the relevant departments when necessary.
· Follow up with customers to ensure enquiries and requests are resolved.
WhatsApp& CRM Management
· Manage customer communications through SleekFlow (experience preferred).
· Assign, monitor and follow up on conversations to ensure timely responses.
· Maintain accurate customer records and conversation history.
· Support workflow automation and identify opportunities to improve response efficiency.
Google Business Profile Management
· Monitor and respond to Google Reviews in a timely and professional manner.
· Regularly update and maintain Google Business Profiles across all clinic locations.
· Ensure business information, operating hours, contact details, services and photos are accurate and up to date.
· Proactively identify opportunities to enhance Google Business Profiles to improve customer engagement and local search visibility.
Customer Experience
· Monitor customer feedback and online reviews across digital platforms.
· Work closely with the marketing and operations teams to improve customer satisfaction.
· Identify recurring customer concerns and recommend process improvements.
· Support customer engagement initiatives and retention activities.
Administrative Support
· Maintain customer service reports and enquiry records.
· Assist with ad hoc administrative and operational tasks as assigned.
· Ensure compliance with company SOPs and service standards.
Requirements
· Diploma or Bachelor’s Degree in Business, Customer Service, Marketing, or a related field.
· Minimum1–2 years of customer service experience, preferably in healthcare or service industries.
· Experience using SleekFlow or other CRM/customer messaging platforms is an advantage.
· Familiarity with Google Business Profile management and responding to Google Reviews is preferred.
· Strong written and verbal communication skills in English; Mandarin is an advantage to communicate with Chinese-speaking customers.
· Customer-oriented with excellent interpersonal and problem-solving skills.
· Highly organised, detail-oriented, and able to multitask in a fast-paced environment.
· Proficient in Microsoft Office and Google Workspace.