Job description for Client Relations Executive at Theresa Holdings Pte Ltd
About the Role
We are looking for a proactive and customer-oriented Client Relations Executive to manage and convert inbound leads across multiple platforms. This role plays a key part in the customer journey — from first enquiry to appointment booking — by ensuring timely follow-ups, strong relationship management, and consistent lead nurturing.
The ideal candidate is responsive, organised, sales-conscious, and able to communicate confidently with potential customers while maintaining a high standard of customer experience.
Key Responsibilities
Respond promptly to inbound enquiries from all lead sources, including:
Social media platforms
Website enquiries
Lead forms
Advertising campaigns
Walk-in or referral enquiries
Follow up and nurture potential customers to improve conversion rates and appointment bookings
Build rapport with leads and understand their concerns, preferences, and treatment interests
Convert qualified leads into confirmed appointments through effective communication and follow-up strategies
Maintain accurate records of lead statuses, conversations, and appointment outcomes within internal systems
Take initiative in improving lead nurturing workflows, response templates, and customer engagement processes
Coordinate closely with marketing, clinic operations, and sales teams to optimise lead quality and conversion outcomes
Escalate complex enquiries or operational concerns to the relevant departments when necessary
Monitor booking performance and contribute ideas to improve overall booking rates and customer experience
Requirements
Prior experience in customer service, telesales, appointment setting, or lead conversion preferred
Strong written and verbal communication skills
Comfortable communicating through messaging platforms such as WhatsApp, Instagram, Facebook, TikTok, and other digital platforms
Customer-oriented with strong interpersonal skills
Self-motivated and able to take initiative independently
Organised, detail-oriented, and able to manage multiple conversations simultaneously
Ability to work in a fast-paced environment and respond promptly to leads
Experience in aesthetics, beauty, healthcare, wellness, or retail industries will be an advantage
Performance & Incentives
This role includes a performance-based incentive structure tied to:
Booking conversion rate
Appointment volume
Response quality and follow-up consistency
Employees who demonstrate strong lead management and conversion performance will have opportunities for higher incentive payouts and career progression.
