Customer Service Executive
Job Summary
The Customer Service Executive will manage frontline showroom operations and provide professional support to customers regarding medical devices. Key responsibilities include handling enquiries, managing inventory, and coordinating with internal teams to ensure service excellence. The role requires a detail-oriented individual capable of multitasking within a healthcare retail environment.
Responsibilities
- Manage customer enquiries via multiple channels
- Provide technical guidance on medical devices
- Oversee showroom inventory and merchandising
- Coordinate rental logistics and deliveries
- Maintain CRM records and administrative documentation
Required Skills
- Diploma/Degree in relevant field
- Customer service experience
- Proficiency in CRM and MS Office
- Strong communication skills
- Ability to work 5.5-day work week
Job Details
Position Overview
We are looking for dedicated and customer-oriented Customer Service Executives to join our frontline showroom team. In this role, you will work closely with internal teams to manage customer enquiries, deliver positive service experiences, and provide timely product and service support across our retail and showroom operations.
Key Responsibilities
Customer Service & Support
- Handle customer enquiries via phone, email, WhatsApp, and walk-ins in a professional and timely manner.
- Provide accurate product information and basic technical guidance on medical devices, including CGMS and other healthcare solutions.
- Assist customers with orders, returns, warranties, and after-sales support.
- Manage service requests, feedback, and complaints, ensuring resolution within agreed service timelines.
- Maintain and update accurate customer records in the CRM system.
Retail Operations & Showroom Support
- Prepare and scan products in the showroom daily for merchandising and operational purposes.
- Prepare items for sales team pick-up and delivery.
- Manage showroom inventory, ensuring sufficient stock levels and timely replenishment.
- Maintain cleanliness, organization, and overall presentation of the showroom.
- Support retail operations, roadshows, and in-store customer service activities when required.
Coordination & Administration
- Liaise with Sales, Operations, and Technical Support teams to resolve customer issues efficiently.
- Coordinate oxygen concentrator rental confirmations, deliveries, and collections with hospitals, next-of-kin, and AIC.
- Perform administrative and ad-hoc duties, including documentation and filing.
Compliance & Continuous Improvement
- Ensure compliance with company policies, PDPA requirements, and healthcare regulations.
- Contribute to service improvement initiatives and SOP development.
- Identify and recommend suitable upselling opportunities where appropriate.
Other Duties
- Carry out ad-hoc tasks and projects as assigned by the Manager.
Requirements
- Diploma or Degree in Business, Customer Service, Healthcare, or a related field.
- Prior customer service experience, preferably in healthcare, retail, or medical device environments.
- Ability to work a 5.5-day work week, including one weekend day (Saturday or Sunday).
- Willingness to work flexible hours and beyond stipulated working hours when operational needs arise.
- Willing to attend and support meetings, customer visits, and company events when required.
- Strong communication and interpersonal skills; fluency in English is required (Mandarin, Malay, or Tamil is an advantage).
- Proficient in Microsoft Office applications and Customer Relationship Management (CRM) systems.
- Ability to multitask, work under pressure, and handle customer issues calmly and professionally.
- Customer-oriented mindset with a genuine passion for helping others.