Customer Service Executive

EXPERT BEAUTE (JE) PTE. LTD.; Singapore; On-site; SGD 29,000 - 56,000; Full time

Benefits offered by this job

Performance-based incentives

Training and development opportunities

Supportive team environment

Job summary

EXPERT BEAUTE (JE) PTE. LTD. is seeking a proactive Customer Service Executive to deliver outstanding service across phone, WhatsApp, SMS and digital messaging, handling enquiries and coordinating appointments.

You will build positive customer relationships, meet KPIs for calls, response times and bookings, and collaborate with branch teams in a fast-paced beauty and wellness group.

Qualifications

• Strong telephone communication skills for outbound and inbound calls.
• Strong written communication for WhatsApp, SMS and messaging.
• Comfortable with daily phone and text-based customer interactions.
• Able to understand customer needs, handle inquiries and objections, and encourage bookings.
• Proactive attitude with strong follow-up and results-driven mindset.
• Basic computer literacy and comfort with digital tools.
• Good organisational skills with attention to detail and ability to multitask.
• Able to work independently and collaboratively in a fast-paced environment.
• Experience in customer service or telemarketing is desirable.

Responsibilities

• Handle incoming/outgoing calls and messaging across channels to support customers.
• Proactively contact prospective customers to understand needs and book appointments.
• Follow up leads from marketing to maximise conversions and attendance.
• Communicate confidently over the phone, addressing questions and concerns.
• Respond promptly to customer inquiries via WhatsApp and other platforms.
• Manage appointment confirmations, reminders, and scheduling changes.
• Coordinate with Branch Managers to ensure smooth appointment arrangements.
• Maintain CRM records and track follow-ups and performance metrics.
• Prepare daily reports on lead follow-ups, bookings and attendance.

Skills

Strong telephone communication

Strong written communication

Proactive follow-up

Organisational skills

Multitasking

Basic computer literacy

Independent and collaborative

Education

GCE O'Level / Nitec or equivalent

Tools

WhatsApp Business

respond.io

CRM systems

Job description

Customer Service Executive

Job Overview

We are looking for a proactive, customer-oriented and results-driven Customer Service Executive to join our beauty and wellness group.

The role involves handling customer enquiries through phone calls, WhatsApp, SMS and digital messaging platforms, following up with prospective customers, coordinating appointments and delivering excellent customer service.

Strong telephone communication skills and effective written messaging skills are essential for this position.

Roles & Responsibilities

Customer Communication & Lead Follow-Up

• Handle incoming and outgoing customer calls, WhatsApp messages, SMS and enquiries through respond.io and other communication channels.

• Proactively contact prospective customers by phone and messaging to understand their needs and encourage appointment bookings.

• Follow up with leads generated from marketing campaigns to maximise appointment conversions.

• Communicate confidently and professionally over the phone, addressing customer questions, concerns and objections.

• Respond promptly and effectively to customer enquiries through WhatsApp and other messaging platforms.

• Follow up with customers who have not responded to previous communications.

• Provide accurate information on treatments, services, promotions and appointment availability.

• Build and maintain positive customer relationships through professional and personalised communication.

Appointment Management & Customer Service

• Schedule, confirm, reschedule and cancel customer appointments.

• Conduct appointment confirmations and reminders through phone calls, WhatsApp and SMS.

• Proactively follow up with customers to maximise appointment attendance and minimise no-shows.

• Coordinate closely with Branch Managers and branch teams to ensure smooth appointment arrangements.

• Handle customer enquiries, complaints and feedback promptly and professionally.

CRM & Performance Management

• Manage and update customer enquiries, lead statuses, appointment records and follow-up activities in respond.io and other CRM systems.

• Monitor pending enquiries and ensure timely follow-up.

• Achieve individual performance KPIs, including call activities, response times, appointment bookings, conversion rates and customer attendance rates.

• Prepare daily reports on lead follow-ups, appointment bookings, customer attendance and overall performance.

• Perform other customer service and administrative duties as assigned by management.

Requirements

Essential Requirements

• Strong telephone communication skills, including the confidence to make outbound calls and handle incoming enquiries.

• Strong written communication skills, with the ability to respond clearly, professionally and promptly through WhatsApp, SMS and other messaging platforms.

• Comfortable communicating with new and existing customers through both phone calls and text messages on a daily basis.

• Ability to understand customer needs, handle enquiries and objections, and encourage appointment bookings.

• Proactive attitude with strong follow-up skills and a results-driven mindset.

• Basic computer literacy and ability to use digital communication tools.

• Good organisational skills, attention to detail and ability to multitask.

• Able to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications & Experience

• Minimum GCE 'O' Level, Nitec or equivalent qualification.

• Previous experience in customer service, telemarketing, telesales or appointment coordination.

• Experience in the beauty, wellness or service industry.

• Bilingual communication skills in English and Mandarin are an advantage.

• Familiarity with WhatsApp Business, respond.io or other CRM systems.

Salary & Benefits

Monthly Basic Salary: S$2,600 – S$5,000

• Performance-based incentives.

• Training and development opportunities.

• Supportive team environment.