Operation Customer Service Executive

7 days ago

Skudai, 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 over-time 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 first-contact resolution rates to meet or exceed departmental goals.

Pay: RM1,700.00 - RM2,600.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer Services: 1 year (preferred)
- Operation Clininc: 1 year (required)

**Language**:

- Bahasa (required)

Willingness to travel:

- 100% (preferred)

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