Job Description

Call Centre / Customer Service Officer

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About Us

Orchard Clinic is Singapore's premier wellness centre for women, specialising in non-invasive care in areas such as diastasis recti, urinary incontinence, vaginal rejuvenation, pelvic floor health, and women's wellness more broadly.


Our approach emphasises compassionate, evidence-based care, and we aim to support our clients at every stage of their journey, pre- and post-partum, during menopause, and beyond.


As part of our team, you will help deliver an excellent client experience, serve as the front line in enquiries, and support growth through lead follow-up and conversions.

The Opportunity

We are looking for a proactive, customer-centric Call Centre / Customer Service Officer to join our team at Orchard Clinic. You will handle inbound enquiries, follow up on leads, respond to client questions, and serve as a key touchpoint in converting interest into appointments.


You will work

5 days a week

, within clinic hours of 9am to 8pm, on a shift basis (either 8.30am - 6pm or 10.30am - 8pm).


You will be part of a mission-driven healthcare / wellness organisation, interacting with prospective and existing clients, and helping them feel heard, informed, and confident in their decision to engage our services.

Key Responsibilities

Receive and respond to inbound enquiries (phone, email, chat), providing accurate information about services, pricing, and booking logistics Follow up on leads (from digital forms, campaigns, referrals) and manage them through conversion to appointments Maintain and update client records and CRM / database systems Coordinate with internal teams (therapists, operations, marketing) to fulfil information requests, confirm schedules, liaise on client support Escalate complex or clinical questions to appropriate staff Provide service recovery where needed (follow-up, callbacks, resolution of client concerns) Meet key performance metrics (response times, conversion rates, call quality, customer satisfaction) Support ad-hoc outreach, campaigns, or client retention initiatives Practise professionalism, confidentiality, and compliance with healthcare / clinic standards

Requirements

Diploma or equivalent preferred; though strong candidates with relevant experience considered Prior experience in customer service, call centre, sales support or related role is a plus Excellent verbal and written communication skills in English Ability to listen attentively, ask clarifying questions, and respond clearly and empathetically Strong organisational skills and ability to multitask

Work Days:

5 days/week (Monday - Saturday)

Work Hours:

Rotational shifts between 8.30am - 6pm or 10.30am - 8pm Results-oriented mindset and ability to meet KPIs Good computer / technology proficiency (CRM tools, MS Office, chat / email platforms) High levels of patience, resilience, and ability to stay calm under pressure Professional customer service attitude and willingness to learn

What We Offer

Exposure to the end-to-end client journey--from lead to appointment Competitive salary, performance incentives / commission (where applicable) A supportive team environment with opportunities to make real impact

Apply now

and take your first step into a career in Human Resources.


Send your resume to

careers@orchardclinic.com

with the subject "Call Centre / Customer Service Officer".