Customer Service Executive

Job Overview

We are looking for a professional, customer-oriented and proactive 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 clients, coordinating appointments and delivering a high standard of personalised customer service.

The ideal candidate should possess excellent telephone communication skills, strong written messaging abilities and a genuine passion for delivering exceptional customer experiences.

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.

• Respond promptly, professionally and courteously to customer enquiries while maintaining the brand's premium service standards.

• Proactively contact prospective clients through phone calls and messaging to understand their needs and assist with appointment arrangements.

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

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

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

• Maintain consistent follow-up with prospective clients without being overly aggressive or sales-driven.

• Build and maintain positive, long-term customer relationships through attentive and personalised communication.

Appointment Management & VIP Customer Service

• Manage appointment bookings, confirmations, rescheduling and cancellations efficiently.

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

• Follow up with clients to maximise appointment attendance and minimise no-shows.

• Coordinate closely with the Branch Manager and beauty therapists to ensure smooth appointment arrangements and personalised customer experiences.

• Assist with special appointment requests and provide attentive support to VIP and returning clients.

• Handle customer enquiries, feedback and complaints professionally, with discretion and sensitivity.

• Maintain strict confidentiality of customer information, personal details and treatment records.

• Ensure every customer interaction reflects the professionalism, service quality and reputation of Shugar Prestige.

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 and appropriate follow-up.

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

• Maintain accurate and organised customer records to support personalised follow-up and relationship management.

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

• Professional, courteous and confident communication style, with the ability to engage customers from different backgrounds.

• Ability to understand customer needs, handle enquiries and objections, and encourage appointment bookings in a professional, non-pushy manner.

• Strong customer service mindset, with attention to detail and a genuine interest in customer satisfaction.

• Patient, discreet and responsible when handling sensitive customer information and enquiries.

• 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 and ability to manage multiple customer conversations efficiently.

• 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, appointment coordination, telemarketing or telesales.

• Experience in premium beauty, aesthetics, wellness, hospitality or luxury customer service.

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

• Experience handling VIP clients or providing personalised customer service.

• 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.

• Professional working environment.

• Opportunities to develop customer service and client relationship management skills within the premium beauty industry.

How to Apply

Interested candidates may apply through either of the following methods:

• WhatsApp your resume to +65 8511 0429

• Submit your resume directly through this job portal

We welcome candidates who are confident communicating with customers over the phone and through digital messaging, enjoy building meaningful customer relationships, and take pride in delivering exceptional customer service.

Join us and be part of a team dedicated to professionalism, personalised attention and outstanding customer experiences.