CLIENT RELATION EXECUTIVE (CUSTOMER SERVICE)

Ozhean Accrelist Aesthetics Sdn Bhd; Kuala Lumpur; On-site; MYR 39,000 - 78,000; Full time

Job summary

Ozhean Accrelist Aesthetics Sdn Bhd in Kuala Lumpur invites a Client Relation Executive (Customer Service) to join our fast-paced clinic team. You will respond promptly to inquiries via WhatsApp, phone, email, and social channels, understand customer needs, and promote suitable treatments to convert leads into confirmed appointments.

You will manage leads from marketing campaigns, maintain CRM records, coordinate with doctors and branches, handle objections, follow up on bookings, and contribute

Qualifications

• Minimum 3 years of customer service, client relations, telesales, sales, or appointment-setting experience.
• SPM with relevant experience or equivalent qualification.
• A Diploma or Bachelor's Degree in Business Administration, Customer Service, Hospitality, Marketing, Sales, or related field is an added advantage.
• Excellent communication skills in English.
• Proficiency in Mandarin (spoken and written) is an added advantage.
• Strong communication, interpersonal, persuasion, and sales conversion skills.

Responsibilities

• Respond promptly and professionally to customer inquiries and leads via multiple channels.
• Actively engage with new and existing customers to understand their needs and convert inquiries into appointments.
• Follow up with potential customers to maximise lead conversion and bookings.
• Handle and manage leads from marketing campaigns with timely CRM updates.
• Provide accurate information on treatments, pricing, promotions, packages, doctors, and availability.
• Work with Marketing to communicate promotions and pricing updates.
• Coordinate with Operations on pricing, packages, and updates to ensure accurate information.
• Build rapport and maintain relationships throughout inquiry, booking, and pre-appointment.
• Identify needs/objections and provide information to encourage conversions.
• Follow up on appointments, enquiries, promotions, and missed bookings.
• Coordinate with Branch Managers, doctors, therapists, and departments for smooth appointments.
• Handle complaints and escalations professionally with timely resolution.
• Monitor lead response time, follow-ups, and conversion performance.
• Maintain accurate customer records and lead status in CRM.
• Support marketing campaigns by responding to social media and campaign leads.
• Identify trends and opportunities to improve lead conversion and customer experience.
• Prepare regular reports on leads, follow-ups, and booked appointments.

Skills

Customer service

English communication

Mandarin language

Sales conversion

CRM proficiency

Multitasking

Education

SPM or equivalent with experience

Diploma or Bachelor's degree advantageous

Tools

CRM systems

WhatsApp

Meta

Social media platforms

Job description

CLIENT RELATION EXECUTIVE (CUSTOMER SERVICE)

Respond promptly and professionally to customer inquiries and leads via WhatsApp, phone calls, email, CRM system, Meta, social media, and other online channels.

Actively engage with new and existing customers to understand their needs, recommend suitable treatments, and convert inquiries into confirmed appointments.

Follow up consistently with potential customers who have not yet booked, with the aim of maximising lead conversion and appointment bookings.

Handle and manage leads generated from marketing campaigns, ensuring timely response, follow-up, and proper recording of lead status in the CRM system.

Provide accurate information on treatments, pricing, promotions, packages, doctors, and appointment availability.

Work closely with the Marketing team to stay updated on new promotions, campaigns, offers, and marketing initiatives, and ensure accurate and consistent communication to customers.

Liaise closely with the Operations Manager regarding treatment pricing, packages, and any pricing updates to ensure customers are provided with the latest and approved information.

Build rapport and maintain strong relationships with customers throughout the inquiry, booking, and pre-appointment process.

Identify customer needs and concerns, handle objections professionally, and provide appropriate information to encourage appointment conversion.

Follow up with customers regarding appointments, enquiries, promotions, treatment interests, and missed or postponed appointments.

Coordinate closely with Branch Managers, doctors, therapists, and other departments to ensure smooth appointment arrangements and customer experience.

Handle customer complaints, feedback, and escalations professionally and ensure timely resolution.

Monitor lead response time, follow-up activities, appointment conversion, and overall customer service performance.

Maintain accurate customer records, lead status, follow-up records, and appointment details in the CRM system.

Support marketing campaigns by responding to social media comments, online inquiries, and campaign-generated leads promptly and professionally.

Assist in identifying trends, common customer concerns, and opportunities to improve lead conversion, customer experience, and appointment booking processes.

Prepare regular reports on leads received, follow-ups, appointments booked, conversion performance, and other customer service activities as required by Management.

Perform any other customer service, client relations, or administrative duties assigned by Management.

Requirements

Minimum 3 years of customer service, client relations, telesales, sales, or appointment-setting experience, preferably in the aesthetics, beauty, healthcare, wellness, or related industry.

Minimum SPM (with relevant experience) or equivalent qualification.

A Diploma or Bachelor's Degree in Business Administration, Customer Service, Hospitality, Marketing, Sales, or a related field is an added advantage.

Excellent communication skills in English.

Proficiency in Mandarin (spoken and written) is an added advantage.

Strong communication, interpersonal, persuasion, and sales conversion skills.

Confident in engaging customers, handling objections, following up, and closing appointments.

Customer-oriented with a strong focus on achieving lead conversion and appointment booking targets.

Strong problem-solving and conflict resolution skills.

Comfortable using CRM systems, WhatsApp, Meta, social media platforms, and other digital communication tools.

Able to work independently, manage multiple leads simultaneously, and follow up consistently.

Positive, proactive, target-driven, and able to work effectively in a fast-paced clinic environment.

Working Arrangement

Working Hours: 10:00 AM – 7:00 PM

Off Days: 6 rotational off days per month

Sunday: Work From Home (WFH)

Willing to work on weekends and public holidays based on the duty roster.

Location

Ozhean Clinic Naza Tower

Ozhean Clinic is an aesthetic clinic in Kuala Lumpur, Malaysia. Ozhean was founded by Dr. Park Ji Youn, a Korean Board-Certified dermatologist.

Ozhean has a total of 9 clinics in Korea, Malaysia and Singapore, with 2 of it in Kuala Lumpur, Malaysia – Bangsar and Bukit Jalil. HQ office located in Bangsar.