Retail Customer Service Executive (6-Month Contract)

About The Company

Established in August 2021, The Air Station is part of the Easmed Group, focusing on Sleep Apnea, Sleep Health and Sleep Technologies. Backed by a management team with over 17 years of experience in the medical industry, we have supported the setup of more than 38 state-of-the-art hospital sleep labs across Singapore, Malaysia, Indonesia, Thailand and the Philippines.

At The Air Station, you'll be part of a purpose-driven team committed to improving lives through better sleep, while growing your career in a supportive and dynamic environment.

https://www.theairstation.com/

About The Role

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:

• 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.
• 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.
• 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.
• 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.
  
  

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
  
  

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

Requirements

• Able to commit to 6 months contract duration
• Education: Diploma in Healthcare Administration, or related field
• Experience: 1-3 years relevant experience
• Skills: Excellent communication and patient engagement skills
• Proficiency in Microsoft Office and clinical CRM systems
• Strong organizational and multitasking ability
• Basic understanding of CPAP or respiratory devices (training provided if necessary)
• Personal Attributes: Compassionate, patient-focused, and attentive to detail
• Professional demeanor with strong ethical standards
• Calm and composed under pressure
• Team-oriented and proactive in problem-solving