JOB PURPOSE

Handle customer inquiries and provide consultation and customer care through online channels. Proactively follow up with potential customers and convert them into appointments and clinic visits, contributing to higher conversion rates and service revenue.

KEY RESPONSIBILITIES

• Receive and respond to customers via phone calls, messages, and the clinic’s online channels.
• Identify customer needs and recommend suitable dental services based on the clinic’s guidelines.
• Answer questions regarding services, pricing, promotions, and examination procedures.
• Proactively consult and convert potential customers into appointments and clinic visits.
• Book, confirm, and remind customers of appointments.
• Follow up with customers who cancel, do not attend, or have not yet made a decision.
• Maintain relationships with existing customers and introduce suitable services when needed.
• Recommend additional services based on customer needs while ensuring accurate and appropriate consultation.
• Accurately update customer information, interaction history, and status in the system/CRM.
• Coordinate with Receptionists, Dentists, and relevant departments to ensure a positive customer experience.
• Monitor and achieve assigned KPIs related to consultations, appointments, clinic visits, and conversion rates.
• Prepare performance reports and perform other duties assigned by the Manager.

REQUIREMENTS

Education

• High school diploma or above.

Experience

• 1–2 years of experience in Telesales, Customer Service, or Service Consultation.
• Experience in dentistry or related industries such as healthcare, aesthetics, spas, or wellness is preferred.

Skills

• Good communication and customer consultation skills, with a clear and pleasant speaking voice.
• Strong persuasion, objection-handling, and customer follow-up skills.
• Proactive, patient, responsible, and results-oriented.