Hisential Clinic Hiring! Full Time Customer Service Manager in Federal Territory, Earn up to MYR 6,000 - Ricebowl

Employment Details:

Employment Type: Full-Time

Working Hours: 45 hours per week, scheduled across 5 working days.

Work Schedule: Must be able to work on weekends and Public Holidays, based on the clinic's operational requirements.

2 days per week, according to the assigned roster.

About the Role

We are looking for an experienced and results-driven Customer Service Manager to lead our Customer Service team and oversee the overall customer experience, operational performance and revenue contribution of the department.

The successful candidate will be responsible for driving team performance, improving customer conversion rates, maximising revenue opportunities, and ensuring exceptional service delivery across all customer touchpoints.

This role requires a hands-on leader who understands that customer service is not only about resolving enquiries but also about converting potential customers into paying clients, retaining existing customers and contributing to the company's overall business growth.

Key Responsibilities

1. Team Leadership & Management

• Lead, manage and develop the Customer Service team to achieve departmental objectives and performance targets.
• Provide coaching, guidance and regular performance feedback to team members.
• Conduct performance reviews, team meetings and ongoing training.
• Manage staff scheduling, attendance and workload distribution.
• Establish a culture of accountability, ownership and high performance.

2. Revenue Growth & Conversion Management

• Drive revenue growth through effective customer engagement, follow-ups and conversion strategies.
• Ensure the team proactively converts enquiries and leads into confirmed appointments, consultations and sales.
• Monitor lead conversion rates, appointment bookings, sales performance and revenue generated by the team.
• Identify opportunities to upsell and cross-sell relevant services and treatment packages where appropriate.
• Monitor outstanding leads and follow-up pipelines to minimise lost sales opportunities.
• Develop strategies to improve customer retention, repeat purchases and customer lifetime value.
• Work closely with the Marketing and Clinic Operations teams to maximise lead conversion and revenue opportunities.

3. KPI & Performance Management

• Establish, monitor and drive departmental KPIs and individual team performance targets.
• Track and analyse key performance indicators, including:
• Revenue generated and monthly revenue targets.
• Lead-to-appointment conversion rate.
• Appointment-to-sales conversion rate.
• Customer enquiry response time.
• Lead follow-up completion rate.
• Customer satisfaction and feedback scores.
• Customer retention and repeat purchase rates.
• Team productivity and individual performance.
• Conduct regular performance reviews and implement corrective action plans where targets are not met.
• Prepare weekly and monthly KPI reports for Management.
• Identify performance gaps and implement strategies to improve overall team productivity and revenue contribution.

4. Customer Experience & Service Excellence

• Oversee customer interactions across WhatsApp, phone calls, email and other communication channels.
• Ensure all enquiries, complaints and feedback are handled professionally and promptly.
• Manage escalated customer issues and ensure timely resolution.
• Maintain consistent service standards and ensure effective customer follow-ups.
• Identify opportunities to improve customer satisfaction and overall customer experience.

5. Operations & Process Improvement

• Oversee daily customer service operations and ensure efficient workflow management.
• Ensure accurate documentation and recording of customer interactions in the CRM system.
• Develop, review and implement customer service SOPs, workflows and service standards.
• Monitor pending enquiries and follow-up pipelines to minimise missed opportunities.
• Analyse operational performance and identify areas for improvement.
• Support CRM optimisation and automation to improve team efficiency and reporting accuracy.

6. Cross-Department Collaboration

• Work closely with Clinic Operations, Marketing, Doctors and Management to ensure seamless customer experience.
• Coordinate with relevant departments to address customer concerns and operational issues.
• Align customer service initiatives with the company's overall business and revenue objectives.

Requirements & Qualifications

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Management or a related field.
• Minimum 3–5 years of experience in customer service, with at least 1–2 years in a supervisory or managerial position.
• Proven experience leading a customer service or sales support team.
• Demonstrated ability to drive revenue, improve conversion rates and achieve performance targets.
• Strong understanding of sales pipelines, lead management and customer retention.
• Experience working with CRM systems and customer service platforms.
• Strong analytical skills with the ability to interpret data and drive KPI improvements.
• Excellent leadership, communication and problem-solving skills.
• Experience in healthcare, wellness, hospitality or service-oriented industries will be an added advantage.

What We Are Looking For

• A commercially minded leader who understands the relationship between customer experience and revenue growth.
• Someone who takes ownership of departmental KPIs and is accountable for achieving targets.
• A hands-on manager who can coach, motivate and drive team performance.
• A proactive problem-solver who identifies operational gaps and implements solutions.
• Someone who can balance customer satisfaction, operational efficiency and business profitability.

Why Join Us?

• Opportunity to lead and shape a growing Customer Service department.
• Be part of a dynamic and progressive healthcare environment.
• Opportunity to drive business growth and improve customer experience.
• Professional development and career growth opportunities.

Interested candidates please submit your cv to ************* or apply through indeed.

Pay: RM2,400.00 - RM6,000.00 per month

Work Location: In person