Customer Service Executive

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

Benefits offered by this job

Training provided

On-the-job training

Friendly environment

Career growth opportunities

Job summary

Queen College in Singapore is seeking a friendly, proactive Customer Service Executive to join our beauty and skincare team. You will handle multi-channel customer inquiries, coordinate appointments and deliver excellent service with strong telephone and written communication skills.

Fresh graduates are welcome; training will be provided. You’ll work closely with branch managers and beauty therapists across Westgate, ensuring smooth appointment arrangements and positive customer experiences.

Qualifications

• Strong telephone communication skills and the confidence to handle inquiries.
• Excellent written communication for WhatsApp, SMS and messaging platforms.
• Able to communicate effectively with new and existing customers daily.
• Ability to understand customer needs, address objections and encourage bookings.
• Friendly, proactive and learner mindset with a positive attitude.

Responsibilities

• Handle customer calls, WhatsApp messages, SMS and enquiries across channels.
• Proactively reach out to prospective customers to book appointments.
• Follow up leads from marketing campaigns to boost conversions.
• Provide accurate information on skincare treatments and services.
• Schedule, confirm, reschedule and manage appointments.
• Coordinate with Branch Managers and therapists for smooth appointment flow.

Skills

Telephone communication

Written communication

Customer service

Multi-channel communication

Education

ITE/Nitec/Higher Nitec/Polytechnic Diploma holders welcome

Tools

respond.io

WhatsApp Business

CRM systems

Job description

Customer Service Executive

Job Overview

Queen College is a beauty and skincare brand located at Westgate Mall, Singapore.

We are looking for a friendly, proactive and results-driven 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, underarm care services, beauty packages, promotions and appointment availability.

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

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

• Coordinate with our associated beauty teams at Westgate, including Top Feeling, on relevant customer enquiries, appointment arrangements and cross-brand referrals when required.

• Maintain positive relationships with existing customers and assist with follow-up enquiries and future appointments.

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, 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 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 objections, and encourage appointment bookings.

• Friendly, patient and customer-focused attitude.

• Proactive and responsible, with strong 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.