Job Description

🎯 Role Summary

You will be the first point of contact for all incoming enquiries from social media and WhatsApp. Your role is to engage customers, understand their needs, recommend solutions, and convert enquiries into confirmed site appointments.

You are not just replying messages — you are responsible for turning leads into revenue.

🔧 Key Responsibilities

1. Handle All Incoming Enquiries

• Reply to WhatsApp, Facebook, Instagram enquiries promptly 
• Qualify customer needs (location, type of tiles, problem) 
• Provide accurate information about services & products 
• Educate customers on grout solutions (training will be provided) 

2. Convert Leads into Appointments (Core KPI)

• Build trust and confidence with customers 
• Recommend suitable solutions (regrouting / materials / polishing) 
• Follow up consistently with leads 
• Close deals by securing site survey appointments 

3. Customer Relationship Management

• Maintain professional and friendly communication 
• Handle objections and questions confidently 
• Ensure smooth handover to sales/site team 
• Keep records updated in Google Sheets 

4. Coordination & Scheduling

• Arrange site survey appointments with customers 
• Coordinate with sales team for availability 
• Ensure all job details are properly captured before site visit 

5. Support Sales Growth

• Identify upsell opportunities (e.g. polishing, full house grout) 
• Suggest packages to increase job value 
• Assist in improving scripts and response templates 

Job Requirements

👤 Requirements

• Good communication skills (English + Malay + Mandarin) 
• Comfortable using WhatsApp, Facebook, Instagram 
• Sales-driven mindset (not just admin replying) 
• Able to handle multiple chats at once 
• Basic understanding of home renovation is a bonus 
• Positive attitude, proactive, and responsible

Skills