Customer Service Executive

2 weeks ago

Subang Jaya, Selangor, Malaysia TMC Fertility & Women's Specialist Centre Full time

About the role

The role of the Customer Service Executive (Mandarin Speaker) at TMC Fertility is to provide exceptional service and support to our patients, ensuring a seamless and positive experience throughout their fertility journey. This position requires fluency in both Mandarin and English, as the executive will be handling patient inquiries, addressing concerns, and performing administrative tasks related to fertility treatments offered by TMC Fertility.

What you'll be doing

  1. Patient Support - Offer high-quality assistance to patients, addressing inquiries, concerns, and requests related to fertility treatments and services provided by TMC Fertility. Ensure that patients are well-informed and supported throughout their treatment process.
  2. Communication & Interaction - Engage with patients through various channels (phone, email, in-person) while ensuring clear, empathetic, and effective communication in both Mandarin and English. Respond promptly to patient inquiries, providing accurate information regarding treatment options, scheduling, and financial details.
  3. Handling Complaints & Concerns - Address and resolve patient complaints, concerns, and issues effectively, ensuring a positive experience at TMC Fertility. Escalate complex matters to management as needed to ensure timely resolution.
  4. Appointment Scheduling & Coordination - Assist patients with scheduling and rescheduling appointments, ensuring an efficient and smooth flow of patient visits. Collaborate with medical staff to ensure seamless care and follow-up for all patients.
  5. Transportation & Logistics Support - Provide assistance with transportation arrangements and other logistical support to ensure patients' visits are convenient and stress-free.
  6. Administrative Support - Maintain accurate patient records, schedules, and other administrative tasks. Support various departments with administrative needs as required.
  7. International Market Development - Contribute to the growth of TMC Fertility's international market. Travel to relevant markets for promotional activities, as needed.
  8. Collaboration & Teamwork - Collaborate with medical, administrative, and marketing teams to ensure an outstanding patient experience. Participate in regular team meetings and training sessions to enhance service standards.

What we're looking for

  • Strong proficiency in both English and Mandarin, with excellent verbal and written communication skills
  • 3-5 years of experience in a customer service/ patient services role, preferably within the healthcare industry
  • Demonstrated ability to handle customer inquiries and complaints with empathy, patience and problem-solving skills
  • Excellent time management and multitasking capabilities, with the ability to prioritize and work under pressure
  • Proficient in using computer systems and office software applications
  • A passion for providing exceptional customer service and a commitment to continuous learning and improvement

What we offer

At TMC Fertility & Women's Specialist Centre, we are committed to creating a supportive and rewarding work environment. In addition to a competitive salary, we offer a range of benefits, including:

  • Generous annual leave and sick leave entitlements
  • Opportunities for career development and professional training
  • Employee wellness initiatives and social activities

About us

TMC Fertility & Women's Specialist Centre is a leading provider of comprehensive fertility and women's healthcare services in Malaysia. With a team of highly qualified and experienced medical professionals, we are dedicated to empowering our patients and supporting them on their journey to optimal health and wellbeing. Join our growing team and be a part of our mission to deliver exceptional patient care and innovative solutions.

Apply now to become our next Customer Service Executive (Mandarin Speaking)

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