Customer Service Manager

Job Title: Customer Service Manager

Location: Multiple Clinic Locations and Working from Home

Employment Type: Full-time

About the Role

We are looking for a highly organised and proactive Lead Management Specialist to join our team. This role plays a vital part in supporting potential patients through their first touchpoints with us, delivering excellent customer service, and ensuring no lead goes unanswered.

You will be responsible for responding to inquiries across multiple platforms, guiding leads through the booking process, and managing information through our CRM and communication systems. This role is perfect for someone who enjoys engaging with people, takes pride in keeping things organised, and has a knack for service excellence.

Key Responsibilities

1. Respond to new leads from Meta (Facebook/Instagram), website inquiries, and WhatsApp
2. Communicate with potential patients in a professional, friendly, and timely manner
3. Book appointments and follow-up consultations using our clinic booking systems
4. Initiate and manage follow-up communication with warm leads who have not yet booked or need rescheduling
5. Use WhatsApp Business for messaging and follow-ups, maintaining professionalism and warmth
6. Understand and communicate our services clearly and helpfully
7. Collaborate with the clinic and support teams to ensure a smooth experience for every lead
8. Maintain accurate records and update lead status in the CRM system (e.g., LACRM)
9. Assist with reporting, lead tracking, and promotional campaigns when required

Requirements

1. Excellent communication skills, both written and verbal
2. Confident using digital tools and platforms including Meta Business Suite, WhatsApp Business, CRM systems, and Google Workspace
3. Organised, detail-oriented, and able to manage multiple lead conversations effectively
4. Self-motivated with a strong sense of responsibility and follow-through
5. Previous experience in sales, lead management, customer service, clinic support, or sales admin role is an advantage
6. Familiarity with the health, wellness, or medical industry is a bonus

What We Offer

1. A purpose-driven and supportive team environment
2. Opportunities to grow within an expanding healthcare group
3. Training and onboarding provided
4. Complimentary chiropractic care for team members
5. Work within multiple locations across our network of clinics

To Apply

Please send your resume and a brief message explaining your interest in the role to emma@totalhealhchiropractic.com.sg