Customer Service Lead

About us
Aunty is a Singapore childcare company. We offer babysitters, regular nannies, and live-in confinement nannies for new mothers. Parents come to us at important moments, like a newborn on the way or a last-minute childcare gap. The first call sets the tone for the whole relationship.

The role
You are the first voice parents hear. You respond quickly to new enquiries, understand what each family needs, and book them into a discovery call with our client solutions team. You don’t sell or quote prices. You qualify the lead and set the appointment.

What you’ll do

• Call and WhatsApp new leads enquiry
• Qualify each lead: service type, due date or start date, location, number of children, timeline
• Book qualified parents into discovery call slots on our calendar
• Send confirmations and reminders to cut no-shows
• Follow up with leads who don’t respond, using a set cadence
• Log every interaction in our CRM with clean, complete notes
• Flag urgent or unusual cases to the team immediately

Must-haves

• Excellent spoken and written English, with a clear, neutral accent that is easy for Singapore parents to understand
• At least 1 year in inbound sales, appointment setting, or customer service calls
• Warm, calm phone manner. You’re speaking with pregnant mothers and busy parents.
• Comfortable with WhatsApp Business, Google Calendar, and a CRM Strong advantage
• Conversational Mandarin