Customer Service Executive (6-Month Contract) Retail

THE AIR STATION PTE. LTD.; Singapore; On-site; SGD 27,000 - 40,000; Full time

Job summary

The Air Station Pte. Ltd. in Singapore seeks a Customer Service Executive (frontline) to be the first contact for patients and caregivers engaging in sleep therapy services, including CPAP trials, equipment purchases, and ongoing support.

You will deliver compassionate, accurate, and efficient service while ensuring compliance with medical device handling and patient confidentiality. Regular coordination with clinical and sales teams is required.

Qualifications

• Diploma or degree in nursing, biomedical science, healthcare administration, or related field.
• 1–3 years in healthcare or medical device environment preferred.
• Excellent communication and patient engagement; proficiency in Microsoft Office and clinical CRM systems.
• Basic understanding of CPAP or respiratory devices; training provided if necessary.

Responsibilities

• Welcome patients and caregivers, providing compassionate frontline service.
• Coordinate CPAP trial setups, device fittings, data downloads, and schedules.
• Ensure accurate documentation: consent forms, therapy notes, and service records.
• Manage billing, payments, and issue invoices in line with clinic protocols.
• Uphold PDPA compliance, infection control, and medical device handling guidelines.
• Collaborate with clinical staff and operations for seamless patient care.

Skills

Excellent communication

Patient engagement

Microsoft Office

Clinical CRM systems

Education

Diploma or degree in Nursing/Healthcare

Tools

Microsoft Office

Clinical CRM systems

Job description

Job Summary

The Customer Service Executive (frontline) is the first point of contact for patients and caregivers engaging in sleep therapy services, including CPAP trials, equipment purchase, and ongoing support. The role focuses on delivering compassionate, accurate, and efficient service while ensuring compliance with medical device handling protocols and patient confidentiality.

Key Responsibilities

1. Patient Interaction & Frontline Service

   Welcome patients and caregivers warmly, creating a supportive and reassuring environment.

   Manage patient check-in, registration, and appointment coordination for sleep studies, CPAP trials, and follow-up sessions.

   Provide clear explanations of CPAP trial processes, equipment handling, and aftercare expectations.

   Handle patient inquiries, feedback, and concerns promptly, ensuring professional resolution or escalation when necessary.

2. Service Coordination & Administration

   Support the clinical and sales teams in coordinating CPAP trial setups, device fittings, and data downloads.

   Ensure accuracy in documentation - patient information, consent forms, therapy notes, and service records.

   Manage billing, payment processing, and issuance of invoices or receipts in accordance with clinic protocols.

   Maintain inventory records for devices, accessories, and consumables.

3. Compliance & Quality Assurance

   Uphold patient confidentiality and comply with the Personal Data Protection Act (PDPA) and company policies.

   Adhere to healthcare service SOPs, infection control, and medical device handling guidelines.

   Assist in collecting patient feedback and quality improvement data to enhance service delivery.

   Participate in ongoing training for CPAP products, therapy updates, and patient communication standards.

4. Communication & Team Collaboration

   Liaise effectively with clinical specialists, respiratory therapists, and operations teams for seamless patient care.

   Coordinate follow-ups for therapy reviews, device maintenance, or patient support calls.

   Contribute to a positive team culture through cooperation, reliability, and service excellence mindset.

Qualifications & Requirements

• Education: Diploma or Degree in Nursing, Biomedical Science, Healthcare Administration, or related field.

• Experience: 1-3 years in a healthcare or medical device environment (sleep therapy, respiratory care, or patient services preferred).

• Skills: Excellent communication and patient engagement skillsProficiency in Microsoft Office and clinical CRM systemsStrong organizational and multitasking abilityBasic understanding of CPAP or respiratory devices (training provided if necessary)

• Personal Attributes: Compassionate, patient-focused, and attentive to detailProfessional demeanor with strong ethical standardsCalm and composed under pressureTeam-oriented and proactive in problem-solving

Performance Indicators (KPIs)

• Patient satisfaction (CSAT / feedback surveys)

• CPAP trial conversion rate and adherence follow-up

• Accuracy in documentation and billing

• Service turnaround time and responsiveness

• Compliance with SOPs, PDPA, and safety standards

Work Environment

Clinical or retail healthcare setting (sleep clinic / therapy center)

Regular interaction with patients, caregivers, and healthcare professionals

Occasional weekend or evening shifts may be required based on clinic operations

Contract Details

Working hours (Retail hours) - 5 working day

Mon-Fri: 9.45am - 8.00 pm

Sat/Sun/PH: 9.45am - 6.00 pm

6-months contract: October 2026 to March 2027