Customer Service Executive

KOISKIN LAB (CLEMENTI) PTE. LTD.; Singapore; On-site; SGD 29,000 - 56,000; Full time

Benefits offered by this job

Performance-based incentives

Training provided

On-the-job training

Friendly work environment

Career growth opportunities

Job summary

KOISKIN LAB (CLEMENTI) PTE. LTD. is seeking a friendly and proactive Customer Service Executive to manage customer enquiries across phone and digital channels, coordinate skincare appointments, and provide excellent service with a customer-first approach.

Fresh graduates are welcome; no prior experience is required for candidates with strong communication skills and a willingness to learn. Training will be provided to ensure successful onboarding and performance.

Qualifications

• Strong telephone communication for inbound/outbound enquiries.
• Strong written communication via WhatsApp, SMS and messaging platforms.
• Ability to understand customer needs and encourage appointment bookings.
• Friendly, patient and customer-focused attitude.
• Proactive and responsible with good follow-up and willingness to learn.
• Basic computer literacy and ability to use digital tools.
• Good organisational skills and ability to multitask.
• Able to work independently and in a team.

Responsibilities

• Handle calls and messages via phone and messaging platforms.
• Proactively contact prospective customers to book appointments.
• Follow up leads from marketing campaigns to maximise conversions.
• Provide accurate information on skincare treatments and promotions.
• Coordinate with Branch Manager and therapists for appointment arrangements.
• Assist with enquiries, feedback and complaints professionally.
• Maintain CRM records and follow-up information.
• Prepare simple daily reports on leads and attendance.

Skills

Strong telephone communication

Strong written communication

Customer service

Multitasking

Independent & teamwork

Education

ITE Nitec / Higher Nitec / Polytechnic Diploma

Tools

respond.io

WhatsApp Business

CRM systems

Job description

Customer Service Executive

Job Overview

We are looking for a friendly, proactive and customer-oriented Customer Service Executive to join our team.

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.

Fresh graduates from ITE and Polytechnics are warmly encouraged to apply! No prior experience is required for candidates with good communication skills, a positive attitude and a willingness to learn. Training will be provided.

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, clearly and professionally to customer enquiries through WhatsApp and other messaging platforms.

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

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

• Build and maintain positive customer relationships through friendly, helpful 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 the Branch Manager and beauty therapists to ensure smooth appointment arrangements.

• Assist with customer enquiries, feedback and complaints professionally and efficiently.

• Coordinate with the Hairlab & Co team on relevant customer enquiries, appointment arrangements and cross-brand referrals when required.

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.

• Maintain accurate customer records and follow-up information.

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

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

• 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 customer 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 encourage appointment bookings.

• Friendly, patient and customer-focused attitude.

• Proactive and responsible, with good follow-up skills and a willingness to learn.

• 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 as part of a team.

Preferred Qualifications & Experience

• ITE Nitec, Higher Nitec, Polytechnic Diploma holders and fresh graduates are welcome to apply.

• Previous experience in customer service, telemarketing, telesales or appointment coordination is an advantage but not required.

• Experience in the beauty, skincare, wellness or service industry is an advantage.

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

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

• Candidates with a positive learning attitude and strong communication skills are encouraged to apply, even without prior working experience.

Salary & Benefits

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

• Performance-based incentives.

• Training provided for candidates without prior experience.

• On-the-job training in customer communication, appointment management and CRM systems.

• Friendly and supportive working environment.

• Opportunities for learning, skills development and career growth.