Client Solutions Executive

About the Job

As Client Solutions Executive, you own the client experience across active placements — from onboarding through to placement completion. You are the operational bridge between the client, the nanny, and internal team, accountable for smooth service delivery, issue resolution, nanny quality, and client retention for the confinement nanny package and related products (eg. confinement herbs, lactation support, extended care).

Key Responsibilities

1. Customer Service

• Serve as the point of contact for clients via respond.io and WhatsApp
• Respond to enquiries and requests within the agreed SLA (same business day)
• Onboard new clients, welcome communications, nanny introduction coordination
• Conduct check-ins to surface issues before they escalate
• Handle complaints and escalate within 24 hours where required

2. Sales Support

• Assist with inbound lead conversion — sales consultations and handling objections
• Proactively contact clients to encourage rebooking and sales
• Track renewal dates and support renewal conversations in coordination
• Identify upsell opportunities (top-ups, upgrades) based on client usage
• Maintain the client pipeline tracker

3. After Sales & Operations

• Manage end-to-end session scheduling — matching, confirming, and coordinating between clients and nannies
• Confirm nanny assignment before every session
• Monitor monthly credit utilisation across all active clients; proactively reach out to any client
• Flag nanny supply shortages at least 2 weeks before they become critical
• Maintain accurate session records in the app for correct credit deductions and revenue recognition
• Prepare weekly utilisation and renewal status report
• Assist with month-end payout reconciliation or ad hoc duties as required

Skills required

• 1–3 years in customer service, sales support, or operations coordination
• Strong communicator, warm, professional, and clear in writing and speech
• Detail-oriented with the ability to manage multiple active client schedules simultaneously
• Comfortable with CRM tools, spreadsheets, and messaging platforms
• Takes ownership without being chased, this role runs on initiative
• Genuine care for families and quality service
• Able to speak mandarin as our nannies can only speak mandarin primarily