Customer Engagement Executive

DIGI-SOUND HEARING CARE CENTRE PTE. LTD.; Singapore; On-site; SGD 52,000 - 78,000; Full time

Job summary

Digi-Sound Hearing Care Centre Pte. Ltd. is seeking an experienced Customer Engagement Specialist to drive CRM-based marketing, nurture relationships, and optimize communications across channels.

The role focuses on leveraging AI tools and CRM platforms to enhance follow-ups, loyalty programs, and campaign effectiveness in a Singapore-based setting.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, Customer Relationship Management or related field.
• 3–5 years of experience in customer engagement, CRM-based marketing or handling customer communication.
• Excellent communication and interpersonal skills, with confidence in both verbal and written interactions.
• Familiarity with AI tools to support follow-up communications, response templates and reporting workflows.
• Proficiency in Microsoft Office and CRM systems (automation tools or customer platforms is a plus).

Responsibilities

• Act as the primary point of contact for customers, addressing inquiries, concerns, and service requests promptly and professionally.
• Engage with customers across various channels (phone, email, chat, social media, or in-person) to provide support and solutions.
• Build and maintain strong relationships with new and existing customers to enhance trust, satisfaction, and long-term loyalty.
• Follow up with unconverted leads and past patients to encourage re-engagement, promote services, and support conversion opportunities.
• Collect, review, and analyze customer feedback to identify trends and areas for improvement in products, services, and processes.
• Monitor and evaluate customer satisfaction levels, including conducting and analyzing post-visit surveys to identify areas for service improvement.
• Maintain accurate records of customer interactions using relevant systems (e.g., CRM).
• Segment and maintain customer databases to enable targeted communication, personalized outreach, and effective engagement campaigns.
• Coordinate customer loyalty programs, referral initiatives, and testimonial campaigns to strengthen brand engagement and enhance patient retention.
• Coordinate with internal departments (e.g. Sales, Marketing, Operations) to ensure smooth service delivery and resolution of customer issues.
• Assist in resolving escalated issues to ensure a satisfactory outcome for both customers and the company.
• Proactively identify opportunities for upselling or cross-selling products and services in alignment with customer needs.
• Support and participate in customer engagement initiatives, promotional events, and marketing campaigns.
• Optimise customer engagement processes for greater efficiency and effectiveness, ensuring best practices are applied across workflows and touchpoints.
• Be actively involved in marketing and business-related initiatives or briefs from the superior, contributing to resource optimisation and alignment with broader business objectives.
• Prepare and submit periodic reports on customer engagement performance and metrics.

Skills

Strong communication

Interpersonal skills

CRM engagement

Education

Bachelor's degree in Marketing, Business Administration, Communications, CRM or related field

Tools

Microsoft Office

CRM systems

AI tools (e.g., ChatGPT)

Job description

Key Responsibilities:

• Act as the primary point of contact for customers, addressing inquiries, concerns, and service requests promptly and professionally.

• Engage with customers across various channels (phone, email, chat, social media, or in-person) to provide support and solutions.

• Build and maintain strong relationships with new and existing customers to enhance trust, satisfaction, and long-term loyalty.

• Follow up with unconverted leads and past patients to encourage re-engagement, promote services, and support conversion opportunities.

• Collect, review, and analyze customer feedback to identify trends and areas for improvement in products, services, and processes.

• Monitor and evaluate customer satisfaction levels, including conducting and analyzing post-visit surveys to identify areas for service improvement.

• Maintain accurate records of customer interactions using relevant systems (e.g., CRM).

• Segment and maintain customer databases to enable targeted communication, personalized outreach, and effective engagement campaigns.

• Coordinate customer loyalty programs, referral initiatives, and testimonial campaigns to strengthen brand engagement and enhance patient retention.

• Coordinate with internal departments (e.g. Sales, Marketing, Operations) to ensure smooth service delivery and resolution of customer issues.

• Assist in resolving escalated issues to ensure a satisfactory outcome for both customers and the company.

• Proactively identify opportunities for upselling or cross-selling products and services in alignment with customer needs.

• Support and participate in customer engagement initiatives, promotional events, and marketing campaigns.

• Optimise customer engagement processes for greater efficiency and effectiveness, ensuring best practices are applied across workflows and touchpoints.

• Be actively involved in marketing and business-related initiatives or briefs from the superior, contributing to resource optimisation and alignment with broader business objectives.

• Prepare and submit periodic reports on customer engagement performance and metrics.

Job Requirements:

• Bachelor's degree in Marketing, Business Administration, Communications, Customer Relationship Management or related field.

• Minimum 3 - 5 years of experience in customer engagement, CRM-based marketing or handling customer communication.

• Excellent communication and interpersonal skills, with confidence in both verbal (phone-based) and written interactions.

• Familiarity with AI tools (e.g., ChatGPT or CRM assistants) to support follow-up communications, response templates and reporting workflows.

• Proficiency in Microsoft Office and CRM systems (experience with automation tools or customer platforms is a plus).