Careers

We’re looking for a proactive and customer-focused Customer Engagement Executive to strengthen relationships with our customers and elevate their experience with 20dB.

Beyond service, this role requires an energetic communicator with a passion for telemarketing, customer follow-up, and engagement optimisation, ensuring every interaction reflects our brand promise of care, trust, and clarity. You’ll be the bridge between our customers, clinics, and marketing initiatives, helping transform everyday touchpoints into memorable brand experiences.

At 20dB, you’ll play a pivotal role in shaping how customers experience our brand, from first contact to long-term loyalty, while driving process improvements and automation to support smarter, more efficient engagement.

• Act as the primary point of contact for customers, ensuring inquiries, feedback, and service requests are managed promptly and professionally.
• Engage customers across phone, WhatsApp, email, social media, or in-person to provide timely and effective solutions.
• Follow up with unconverted leads and past customers to encourage re-engagement and conversion opportunities.
• Conduct post-visit and satisfaction surveys to track service quality and strengthen retention.
• Maintain accurate customer data and remarks in the CRM system, ensuring timely updates and proper segmentation.
• Support the execution of loyalty, referral, and testimonial programs to enhance customer retention and brand advocacy.
• Collaborate closely with internal teams (Sales, Marketing, Operations) to ensure a seamless and positive customer experience.
• Proactively identify opportunities for upselling, cross-selling, or service improvements based on customer interactions.
• Support marketing initiatives, customer campaigns, and engagement activities that build stronger brand relationships.
• Champion process streamlining and automation to enhance efficiency, consistency, and overall customer experience.
• Support marketing-related briefs and initiatives from the supervisor, contributing to campaign success and resource optimisation.
• Prepare and submit periodic engagement performance reports to track progress and opportunities.

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
• 3–5 years of experience in customer engagement, telemarketing, CRM, or service-related roles.
• Excellent communication and interpersonal skills, with confidence in both verbal (phone-based) and written interactions.
• Strong command of written and spoken English; proficiency in Mandarin is an advantage.
• Proficiency in Microsoft Office and CRM systems (experience with automation tools or customer platforms is a plus).
• Familiarity with AI tools (e.g., ChatGPT or CRM assistants) to support follow-up communications, response templates and reporting workflows.
• Analytical mindset with the ability to interpret data and spot engagement trends.
• Positive attitude, patience, and teamwork mindset.
• Someone who believes in continuous improvement, process streamlining, and smart automation to drive efficiency and business impact.