Customer Service Specialist

About the Role

We are looking for a dedicated and people-focused Customer Service Specialist to be the first point of contact for our patients and clients. You will play a key role in delivering a warm, professional experience across all communication channels — helping patients feel cared for from the very first interaction.

Job Description

• Manage all incoming calls, messages, and enquiries received via social media platforms, email, and other communication channels in a timely and professional manner.
• Provide accurate and comprehensive information on clinic treatments, TCM services, and products to patients and prospective clients.
• Manage patient appointment scheduling, amendments, and cancellations, and issue timely reminders to reduce no-show rates.
• Conduct outbound calls to prospective leads with the objective of converting enquiries into confirmed appointments.
• Liaise with the operations team to ensure all patient queries and escalations are addressed promptly and effectively.
• Uphold strict patient confidentiality and ensure full compliance with applicable data protection regulations (PDPA).
• Maintain accurate and up-to-date records of all customer interactions, manage patient accounts, and ensure proper documentation is filed.

Job Requirements

• Minimum 1 year of experience working in a TCclinic or traditional medicine setting.
• Familiarity with TCM treatments, terminology,and patient care protocols.
• Excellent verbal and written communication skills in English; proficiency in Mandarin is an advantage.
• Demonstrated ability to manage high patient volumes with composure and professionalism.
• Proficient with digital communication tools, CRM systems, and scheduling software.  Strong organisational skills with meticulous attention to detail.
• Comfortable with outbound sales calls and appointment conversion.
• Trustworthy, discreet, and committed to upholding patient confidentiality at all times.

Working Hours & Conditions

• Hours: 10:00 AM – 7:00 PM
• Location: Upper Thomson, Singapore
• Industry: TCM & Wellness
• Employment Type: Full-time