Telemarketing Executive cum Customer Service Officer

PAPILLA HAIR PTE. LTD.; Orchard (NE); On-site; USD 21,000 - 26,000; Full time

Job summary

PAPILLA HAIR PTE. LTD. is seeking a customer service oriented professional to manage inquiries, bookings, and frontline support.

You will interact with customers via phone, email, and other channels, guiding them through registrations and product information while maintaining a high level of service. The role includes outbound telemarketing to generate leads, schedule appointments, and drive sales targets, with daily follow-ups to maximize conversions and ensure seamless operations at our front

Qualifications

• Good verbal communication and interpersonal skills.
• Confident and professional telephone manner.
• Customer-oriented and persuasive approach.
• Strong follow-up and organizational skills.
• Basic computer skills.
• Telemarketing, telesales, or customer service experience preferred.

Responsibilities

• Provide excellent customer service through phone, email, and other communication channels, ensuring a positive customer experience at all times.
• Attend to customer enquiries, bookings, pre- and post-consultation enquiries, feedback, and complaints promptly and professionally, providing accurate and timely responses.
• Greet and attend to customers with a friendly and professional demeanour, creating a welcoming environment.
• Handle incoming calls and assist customers with appointment scheduling, registration, and enquiries about the company's products, services, pricing, and promotions.
• Conduct outbound telemarketing calls to assigned leads to introduce and promote the company's products and services, generate sales opportunities, and achieve assigned sales targets.
• Follow up proactively with prospective and existing customers, arrange appointments, and maximise lead conversion within the stipulated timeline.
• Achieve daily, weekly, and monthly targets for outbound calls, follow-ups, appointment setting, and sales conversion.
• Monitor daily appointment bookings to ensure smooth operations, sufficient customer flow, and adequate staffing arrangements.
• Coordinate with internal teams to resolve customer issues, fulfil requests, and ensure timely service delivery.
• Handle customer registration, financial billing, cashiering, and other front-desk administrative duties accurately.
• Maintain accurate and up-to-date customer records, files, call logs, follow-up activities, and lead statuses in the relevant systems.
• Maintain up-to-date knowledge of the company’s products, services, pricing, promotions, and operational procedures.
• Monitor and manage inventory levels, including retail products and operational supplies, and arrange purchases when necessary.
• Maintain the cleanliness, tidiness, and organisation of the front desk and customer service areas, ensuring compliance with safety and hygiene standards.
• Perform regular customer follow-ups to maintain customer relationships, encourage repeat visits, and enhance customer satisfaction.
• Adhere to company policies, standard operating procedures, and data confidentiality requirements.
• Assist with day-to-day operations and perform other ad hoc duties as assigned by the supervisor or management.

Skills

Verbal communication

Telephone manner

Customer-oriented

Follow-up skills

Organizational skills

Basic computer skills

Telemarketing experience

Customer service experience

Job description

Key Responsibilities

• Provide excellent customer service through phone, email, and other communication channels, ensuring a positive customer experience at all times.
• Attend to customer enquiries, bookings, pre- and post-consultation enquiries, feedback, and complaints promptly and professionally, providing accurate and timely responses.
• Greet and attend to customers with a friendly and professional demeanour, creating a welcoming environment.
• Handle incoming calls and assist customers with appointment scheduling, registration, and enquiries about the company's products, services, pricing, and promotions.
• Conduct outbound telemarketing calls to assigned leads to introduce and promote the company's products and services, generate sales opportunities, and achieve assigned sales targets.
• Follow up proactively with prospective and existing customers, arrange appointments, and maximise lead conversion within the stipulated timeline.
• Achieve daily, weekly, and monthly targets for outbound calls, follow-ups, appointment setting, and sales conversion.
• Monitor daily appointment bookings to ensure smooth operations, sufficient customer flow, and adequate staffing arrangements.
• Coordinate with internal teams to resolve customer issues, fulfil requests, and ensure timely service delivery.
• Handle customer registration, financial billing, cashiering, and other front-desk administrative duties accurately.
• Maintain accurate and up-to-date customer records, files, call logs, follow-up activities, and lead statuses in the relevant systems.
• Maintain up-to-date knowledge of the company’s products, services, pricing, promotions, and operational procedures.
• Monitor and manage inventory levels, including retail products and operational supplies, and arrange purchases when necessary.
• Maintain the cleanliness, tidiness, and organisation of the front desk and customer service areas, ensuring compliance with safety and hygiene standards.
• Perform regular customer follow-ups to maintain customer relationships, encourage repeat visits, and enhance customer satisfaction.
• Adhere to company policies, standard operating procedures, and data confidentiality requirements.
• Assist with day-to-day operations and perform other ad hoc duties as assigned by the supervisor or management.

Requirements

• -Good verbal communication and interpersonal skills.
• -Confident and professional telephone manner.
• -Customer-oriented and persuasive approach.
• -Strong follow-up and organizational skills.
• -Basic computer skills is a must.
• -Previous telemarketing, telesales, or customer service experience is preferred.