Customer Care Consultant

1 week ago


Kuala Lumpur, Malaysia Sunfert International Fertility Centre Sdn Bhd Full time

**Job Duties**:

- To play the role of a Service Ambassador by attending to all patients’ requests and enquiries while they are waiting to be seen by the doctor and also while waiting to collect their medications or make payments.
- To assist to revert to patients who have given their feedback via the patient feedback mechanism which shall include but is not limited to inter-departmental investigation and compilation of patient feedback.
- To assist in the preparation of the monthly reports for the customer service department.
- Assist the customer service department in implementing the customer service handbook.
- To ensure all Incident Reporting Notification Forms related to customer service incidents are raised within 24 hours.
- To facilitate the processing of claims for patients who would like to make a claim from KWSP for treatment done at Sunfert. To follow through on these claims and ensure submission and receipt of payment.
- Prepare a monthly report for all “KWSP Cashless IVF” claims from patients for all branches in the Sunfert Group and follow up on all outstanding submissions and payments from KWSP.
- Assist the BD whenever necessary and work with the team in carrying out **marketing activities, and organizing events **to promote Sunfert’s service in Malaysia and other countries.
- To facilitate the processing of documentation for visas for international patients to seek treatment at Sunfert.
- To facilitate the processing of documentation for embryo/sperm/oocytes transfer for patients who wish to relocate their embryos/sperms/oocytes.
- To attend to the needs of international patients who are undergoing treatment in Malaysia and address their needs and requirements
- To improve patient service and patient retention through active engagement with patients and all departments in a constructive manner.
- To perform translations for all marketing material, documents and SOPs as and when necessary.
- To work as a team player and work with fellow colleagues to perform any other duties as assigned by the management.



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