Customer Service Executive
Job Summary
The Customer Service Executive will handle customer enquiries across multiple digital channels, manage CRM and WhatsApp communications, and oversee Google Business Profile operations. The role requires ensuring high customer satisfaction, addressing feedback, and providing administrative support to clinic workflows. Candidates should possess relevant experience in customer service, preferably within the healthcare or service industries.
Responsibilities
- Handle multi-channel customer enquiries and complaints
- Manage WhatsApp and CRM communications via SleekFlow
- Oversee Google Business Profile management and reviews
- Collaborate with marketing and operations to improve customer experience
- Provide administrative support and maintain service reports
Required Skills
- Diploma or Bachelor’s Degree in Business or related field
- 1–2 years of customer service experience
- Familiarity with SleekFlow, CRM, and Google Business Profile
- Strong English communication skills (Mandarin is a plus)
- Proficiency in Microsoft Office and Google Workspace
Job Details
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.
· Minimum 1–2 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.