Customer Service Officer

ABOUT Dr Cindy’s Medical Aesthetics

We are a leading medical aesthetics clinic committed to delivering science-backed treatments that enhance natural beauty and confidence. With an excellent track record and strong reputation for safety, innovation, and personalized care, we are expanding our team and looking for a dynamic Customer Service Officer to drive growth and brand visibility in a highly competitive landscape.

JOB PURPOSE
The Customer Service & Sales Officer plays a vital role in engaging customers, handling enquiries with the objective of selling treatments and products, and converting enquiries into appointments with treatments. The role is also responsible for supporting daily operations and delivering an exceptional customer experience that encourages return visits and long-term client loyalty.

CORE RESPONSIBILITIES

Customer Service Officer

As part of our close-knit team, you’ll play an important role in ensuring every customer feels welcomed, cared for, and valued. Working hand-in-hand with your teammates, you’ll deliver seamless experiences that keep our customers coming back.

1. Create Memorable Customer Experiences

· Collaborate with the team to proactively engage walk-in and returning customers, building rapport and understanding their unique needs.

· Recommend the most suitable treatments and products, leveraging your knowledge and teamwork to upsell, cross-sell, and build long-term relationships.

· Share ongoing promotions and bundle packages in a friendly and informative way to encourage higher-value purchases.

· Respond confidently to enquiries via phone, text, email, and in-person, with the shared goal of converting interest into bookings and treatments.

· Support customers through a smooth and accurate payment process, ensuring they leave feeling well taken care of.

· Work with the team to follow up with customers post-visit, encouraging repeat bookings and ongoing engagement.

2. Support Operations & Sales Together

· Assist the Customer Service Supervisor and your teammates in ensuring daily outlet operations and sales activities run efficiently.

· Maintain a clean, inviting, and well-organised space that reflects our commitment to great service.

· Stay updated on our products and treatments so the entire team can confidently provide the best recommendations.

· Manage appointment scheduling in coordination with colleagues, ensuring optimal flow for both customers and clinic operations.

3. Build Lasting Connections

· Reach out to customers with personalised messages or calls about new services, promotions, or appointment reminders.

· Help drive repeat visits and referrals by participating in follow-ups and customer loyalty activities as a team.

4. Handle Administrative & Cashiering Duties

· Manage petty cash responsibly, working with your teammates to ensure accurate daily reconciliation.

· Support administrative needs such as handling letters and other correspondence.

· Take on ad hoc tasks as assigned, always with a willingness to pitch in for the good of the team and business.

QUALIFICATIONS, SKILLS & EXPERIENCE REQUIRED

• Minimum GCE ‘N’ Level or equivalent.
• At least 2 years of customer service experience preferably in a beauty, wellness, or healthcare environment.
• Bilingual in English and Chinese.

ATTRIBUTES REQUIRED

• Strong sales and service orientation.
• Confident communicator with excellent interpersonal skills.
• Driven and results-focused, with a passion for helping customers look and feel their best.
• Proactive, reliable, and takes ownership of responsibilities.

KEY PERFORMANCE INDICATORS (KPIs)

• Conversion rate of enquiries to appointments/purchases.
• Average transaction value (ATV) and upsell rate.
• Customer satisfaction and repeat visit rate.
• Accuracy in appointment scheduling and cashiering.