Job Summary

Manage key customer relationships and service enquiries to drive customer satisfaction and retention. Lead customer service staff and coordinate with TCM physicians and operations teams to ensure high service standards and continuous improvement.

Responsibilities

• Manage key customer relationships by responding to service enquiries and ensuring timely resolution
• Oversee scheduling of appointments, collection of customer feedback, and follow-up communications to enhance customer engagement
• Develop and implement initiatives to improve customer retention and increase engagement levels
• Coordinate effectively with TCM physicians and operations teams to align service delivery with customer needs
• Address customer concerns promptly while maintaining high service quality standards
• Analyze customer feedback data to identify trends and recommend actionable service improvements
• Guide and support customer service staff in daily operations to ensure consistent service excellence

Preferred competencies and qualifications

• Minimum 5 years of relevant experience in customer management or service roles
• Strong communication, interpersonal, and problem-solving skills demonstrated through effective customer relationship management
• Ability to work independently while managing customer relationships efficiently
• Experience in TCM, healthcare, beauty, or wellness industries is advantageous