Kerja Sepenuh Masa Customer Service Executive - Aesthetic Clinic, Gaji tinggi MYR 3,000 di Hampshire Clinic Selangor - Maukerja

Customer Service Executive – Aesthetic Clinic

Company: Hampshire Clinic

Employment Type: Full-Time

Industry: Medical Aesthetic / Beauty / Wellness

Job Summary

Hampshire Clinic is looking for a friendly, proactive and organised Customer Service Executive to manage patient enquiries, appointments, follow-ups, and overall customer experience.

This role is suitable for someone who enjoys communicating with customers, is confident handling WhatsApp and phone enquiries, and is able to convert enquiries into appointments while maintaining a professional and warm approach.

Experience in an aesthetic clinic, beauty clinic, medical spa, wellness centre, skincare centre or similar industry is preferred.

Key Responsibilities

1. Patient Enquiries & Customer Service

• Respond promptly to patient enquiries through WhatsApp, phone calls, social media and other communication channels.
• Provide clear and professional information regarding available treatments, promotions and clinic services.
• Understand the patient’s main concern before recommending an appropriate consultation or appointment.
• Maintain a friendly, professional and helpful tone when communicating with patients.
• Ensure enquiries are not left unanswered or unattended.
• Escalate clinical or medical questions to the doctor or appropriate team member when necessary.

2. Appointment Booking & Scheduling

• Assist patients with booking, rescheduling and confirming appointments.
• Coordinate appointments according to doctor and treatment availability.
• Send appointment confirmations and reminders.
• Follow up with patients who have not confirmed their appointments.
• Manage cancellations and rescheduling efficiently.
• Help minimise empty appointment slots and maximise clinic schedule utilisation.

3. Enquiry Conversion

• Follow up with potential patients who have enquired but have not yet booked an appointment.
• Encourage interested patients to attend a consultation without using aggressive sales techniques.
• Monitor enquiry-to-appointment conversion rates.
• Follow up on enquiries regarding promotions, treatment packages and ongoing campaigns.
• Work towards assigned monthly customer-service and conversion KPIs.

4. Patient Follow-Up

• Conduct follow-ups with patients after treatments according to clinic SOP.
• Check on patient experience and satisfaction where appropriate.
• Assist in arranging review appointments when required.
• Follow up with patients who missed their appointments or did not proceed with treatment.
• Reconnect with existing patients regarding suitable clinic campaigns, treatment maintenance or follow-up appointments.
• Report any patient complaints, concerns or unusual feedback to Management or the clinical team promptly.

5. WhatsApp & Database Management

• Maintain organised and professional patient communication through WhatsApp.
• Ensure patient enquiries and follow-up status are properly recorded.
• Update patient details, enquiry source, appointment status and follow-up notes accurately.
• Maintain proper documentation of customer interactions.
• Ensure patient information is handled confidentially and professionally.

6. Promotions & Marketing Support

• Be familiar with current clinic promotions, packages and marketing campaigns.
• Explain ongoing promotions accurately to patients.
• Work closely with the marketing and clinic team during promotional campaigns.
• Follow up with leads generated through advertisements and social media campaigns.
• Provide feedback to Management regarding common patient enquiries, objections and treatment interests.

7. Patient Experience

• Help ensure patients receive a smooth experience from their first enquiry until after their treatment.
• Assist patients with general information before their clinic visit.
• Ensure patients feel welcomed, acknowledged and properly attended to.
• Handle complaints calmly and professionally.
• Escalate unresolved complaints or sensitive matters to Management.

8. Sales & KPI Support

This is primarily a customer service and patient-conversion role, but the candidate should be comfortable working with performance targets.

Responsibilities include:

• Appointment booking KPI
• Enquiry response-time KPI
• Enquiry-to-appointment conversion
• Follow-up completion
• Rebooking and retention
• Patient database management
• Monthly individual KPI achievement

The role may also support appropriate upselling or cross-selling based on patient needs and ongoing clinic promotions.

Requirements

• Minimum SPM, Diploma or equivalent.
• Previous experience in customer service, front desk, telesales, beauty, aesthetic, wellness or healthcare is preferred.
• Candidates with experience in an aesthetic clinic or beauty industry will have an added advantage.
• Good communication skills in Bahasa Malaysia and English.
• Comfortable communicating through WhatsApp, telephone and social media.
• Friendly, patient and professional when dealing with customers.
• Able to communicate confidently without sounding overly sales-driven.
• Good organisational and multitasking skills.
• Able to work in a fast-paced environment.
• Basic computer and administrative skills.
• Able to work independently and as part of a team.
• Responsible, punctual and willing to learn.
• Comfortable working with monthly KPIs and performance targets.

Preferred Candidate

We are looking for someone who is:

• Warm and naturally good at communicating with people
• Fast and responsive when handling enquiries
• Comfortable following up without being pushy
• Organised with patient records and appointments
• Able to handle difficult customers professionally
• Results-oriented and comfortable working towards KPI targets
• Interested in the aesthetic, beauty and wellness industry

Key Performance Indicators

Performance may be evaluated based on:

• Response time to patient enquiries
• Number of appointments successfully booked
• Enquiry-to-appointment conversion rate
• Follow-up completion rate
• No-show recovery
• Patient rebooking rate
• Patient satisfaction and feedback
• Accuracy of patient records
• Monthly KPI achievement
• Quality and professionalism of customer communication

Why Join Hampshire Clinic?

Join a growing medical aesthetic clinic where customer experience, professionalism and continuous development are important parts of our culture.

You will work closely with our doctors, clinic teams and Management while gaining exposure to the medical aesthetic and wellness industry.

Pay: RM1,800.00 - RM3,000.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Ability to commute/relocate:

• Shah Alam: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: In person