Customer Service Manager

As a Customer Service Manager, you will play a key role in overseeing the front-line patient experience and ensuring the smooth day-to-day coordination of the clinic’s customer service operations. Your primary responsibilities will include managing the customer service team, overseeing appointment flow, handling patient enquiries and escalations, ensuring service standards are met, and working closely with doctors, therapists, nurses, and the marketing team to deliver a professional and seamless patient journey.

Your experience in customer service, healthcare or aesthetics operations, team leadership, and patient communication will be essential in successfully carrying out this role.

Key Responsibilities

Customer Service and Patient Experience

• Oversee the overall patient journey, from enquiry and appointment booking to consultation, treatment coordination, payment, and follow-up
• Ensure that all patients receive a warm, professional, and consistent service experience at every touchpoint
• Handle patient enquiries, feedback, complaints, and service recovery matters in a timely and professional manner
• Act as the main point of contact for escalated patient situations and challenging service issues in the clinic
• Monitor patient satisfaction and identify areas for improvement in the clinic’s service standards
• Ensure that patient communication is clear, accurate, and aligned with the company’s policies and brand tone

Front Desk and Appointment Management

• Oversee daily front desk operations to ensure smooth patient flow and efficient appointment coordination
• Monitor appointment schedules and work closely with doctors, therapists, nurses, and clinic staff to reduce waiting time and improve workflow
• Ensure appointment confirmations, reminders, cancellations, rescheduling, and follow-ups are handled promptly and accurately
• Manage patient registration, billing, package utilisation, and documentation processes to ensure accuracy and compliance with company procedures
• Support the team in managing high-volume clinic days, schedule changes, and last-minute operational adjustments

Team Management

• Lead, supervise, and support the customer service team in their daily duties
• Assist in the recruitment, onboarding, and training of customer service staff
• Develop staff schedules to ensure adequate manpower coverage during clinic operating hours
• Conduct regular performance reviews, provide feedback, and identify training needs for the team
• Foster a positive, professional, and service-oriented work environment
• Promote teamwork, accountability, and effective communication among front desk and clinic staff

Service Standards and Process Improvement

• Develop, implement, and improve customer service policies, workflows, scripts, and standard operating procedures
• Ensure that the customer service team complies with company policies, PDPA requirements, billing procedures, and internal service standards
• Identify operational gaps in the patient journey and recommend improvements to enhance efficiency and patient satisfaction
• Work closely with management to improve service quality, patient retention, and overall clinic experience
• Ensure accurate documentation of patient feedback, complaints, service recovery actions, and follow-up outcomes

Cross-Department Coordination

• Work closely with doctors, therapists, nurses, marketing, finance, and management to ensure smooth clinic operations and consistent patient communication
• Coordinate with the marketing team on campaign enquiries, promotional mechanics, lead follow-up, and patient conversion
• Support communication between front desk staff and clinical teams to ensure treatment information, patient requests, and operational updates are properly conveyed
• Assist in coordinating internal meetings, service updates, and training sessions where required

Sales Support and Patient Retention

• Support the team in managing patient enquiries and converting suitable leads into appointments
• Ensure that patients are properly informed of relevant treatments, packages, promotions, and membership benefits where appropriate
• Monitor follow-up with existing patients to encourage treatment continuity and patient retention
• Assist in tracking customer service performance indicators such as enquiry response time, booking conversion, patient feedback, and service recovery outcomes

Leadership and Communication

• Provide strong leadership to the customer service team, fostering a culture of professionalism, empathy, accountability, and continuous improvement
• Serve as a liaison between the customer service team and senior management, ensuring that important information is communicated clearly and promptly
• Lead by example in managing difficult situations calmly, professionally, and in alignment with the company’s values
• Ensure that the team maintains a high standard of grooming, communication, service etiquette, and workplace discipline