Call Centre Officer

7 days ago

Singapore Orchard Clinic Full time $30,000 - $90,000 per year
Call Centre / Customer Service Officer
About Us

Orchard Clinic is Singapore's premier wellness centre for women, specialising in non-invasive care in areas such as diastasis recti, urinary incontinence, vaginal rejuvenation, pelvic floor health, and women's wellness more broadly.

Our approach emphasises compassionate, evidence-based care, and we aim to support our clients at every stage of their journey, pre- and post-partum, during menopause, and beyond.

As part of our team, you will help deliver an excellent client experience, serve as the front line in enquiries, and support growth through lead follow-up and conversions.

The Opportunity

We are looking for a proactive, customer-centric Call Centre / Customer Service Officer to join our team at Orchard Clinic. You will handle inbound enquiries, follow up on leads, respond to client questions, and serve as a key touchpoint in converting interest into appointments.

You will work 5 days a week , within clinic hours of 9am to 8pm, on a shift basis (either 8.30am - 6pm or 10.30am - 8pm).

You will be part of a mission-driven healthcare / wellness organisation, interacting with prospective and existing clients, and helping them feel heard, informed, and confident in their decision to engage our services.

Key Responsibilities
  • Receive and respond to inbound enquiries (phone, email, chat), providing accurate information about services, pricing, and booking logistics
  • Follow up on leads (from digital forms, campaigns, referrals) and manage them through conversion to appointments
  • Maintain and update client records and CRM / database systems
  • Coordinate with internal teams (therapists, operations, marketing) to fulfil information requests, confirm schedules, liaise on client support
  • Escalate complex or clinical questions to appropriate staff
  • Provide service recovery where needed (follow-up, callbacks, resolution of client concerns)
  • Meet key performance metrics (response times, conversion rates, call quality, customer satisfaction)
  • Support ad-hoc outreach, campaigns, or client retention initiatives
  • Practise professionalism, confidentiality, and compliance with healthcare / clinic standards
Requirements
  • Diploma or equivalent preferred; though strong candidates with relevant experience considered
  • Prior experience in customer service, call centre, sales support or related role is a plus
  • Excellent verbal and written communication skills in English
  • Ability to listen attentively, ask clarifying questions, and respond clearly and empathetically
  • Strong organisational skills and ability to multitask
  • Work Days: 5 days/week (Monday - Saturday)
  • Work Hours: Rotational shifts between 8.30am - 6pm or 10.30am - 8pm
  • Results-oriented mindset and ability to meet KPIs
  • Good computer / technology proficiency (CRM tools, MS Office, chat / email platforms)
  • High levels of patience, resilience, and ability to stay calm under pressure
  • Professional customer service attitude and willingness to learn
What We Offer
  • Exposure to the end-to-end client journey—from lead to appointment
  • Competitive salary, performance incentives / commission (where applicable)
    A supportive team environment with opportunities to make real impact

Apply now and take your first step into a career in Human Resources.

Send your resume to with the subject "Call Centre / Customer Service Officer".

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