Customer Service Support

2 weeks ago


Johor Bahru, Johor, Malaysia Medcare Healthcare Services Sdn Bhd Full time
Serves as the primary point of contact for customers seeking guidance or clarification regarding products or services.

  • Responsible for addressing inquiries, resolving issues, and providing assistance
  • Accurately documenting customer interactions, identifying recurring issues or trends, and collaborating with internal teams to implement effective solutions.
  • Assist in preparing monthly report for review.
  • Must be available for overtime assignment if required.

RESPONDING TO CUSTOMER INQUIRIES

PROVIDING PRODUCT/SERVICE INFORMATION

  • Offering accurate and detailed information about products or services to assist customers in making informed purchasing decisions.
  • Providing guidance, tutorials, or demonstrations to help customers better understand product features, functionalities, and usage.

PROCESSING BOOKINGS AND REFUNDS

  • Assisting customers with booking appointments, and issuing refunds as required.

RESOLVING ISSUES AND ESCALATING WHEN NECESSARY

  • Identifying and resolving customer issues efficiently while adhering to company policies and procedures.
  • Demonstrating empathy, patience, and professionalism in all customer interactions, even in challenging situations, to ensure a positive customer experience.
  • Escalating complex issues to higher levels of support or management when necessary.

MAINTAINING CUSTOMER RECORDS

  • Documenting customer interactions, inquiries, complaints, and resolutions accurately for future reference and analysis.
  • Update customer personal details in our Clinic management System.

HANDLING CUSTOMER FEEDBACK

  • Listening to customer feedback attentively, acknowledging their suggestions or concerns, and relaying valuable insights to relevant departments for product or service improvements.

STAYING UPDATED ON PRODUCTS AND POLICIES

  • Collaborating with other departments to address customer needs effectively and contribute to overall customer satisfaction and retention efforts.

MEETING PERFORMANCE METRICS

  • Achieving key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and firstcontact resolution rates to meet or exceed departmental goals.

Salary:
RM1, RM2,500.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Education:

  • Diploma/Advanced Diploma (preferred)

Experience:

Customer Care Specialist: 1 year (required)

Language:

  • Bahasa (required)

Ability to Commute:

  • Johor Bahru (required)

Ability to Relocate:

  • Johor Bahru: Relocate before starting work (required)
Expected Start Date: 03/18/2024

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