Customer Service

22 hours ago

Kuantan, Malaysia KLINIK PERGIGIAN DR FATAIN Full time

**Key Responsibilities**
- Provide accurate, clear, and complete information using the appropriate methods and tools.
- Schedule patient appointments based on the Doctor’s availability in the DA system.
- Ensure excellent service standards by responding promptly and efficiently to all patient inquiries.
- Handle patient feedback and complaints professionally, providing suitable solutions and follow-ups to ensure full resolution and satisfaction.
- Escalate issues to the appropriate internal teams or Doctors when required and monitor progress until resolved.
- Maintain positive communication, adhere to company SOPs, and contribute ideas for service improvement.
- Take proactive steps to engage, attract, and retain patients through personalised communication and follow-up.
- Conduct WhatsApp blasts to collect and analyse feedback from patients and send birthday wishes according to their birth dates.
- Follow up with patients from marketing events or promotions to encourage continued engagement.
- Support and assist Dental Surgery Assistants (DSA) when necessary.
- Provide feedback or training to DSA on patient care following the S.N.O.W principle (Seamless, Near to perfection, Obsession, Worthwhile).
- Record and maintain accurate patient interaction data, feedback, and suggestions in Excel format.
- Prepare and submit monthly patient service reports before the 3rd of each month.
- Suggest improvements and provide recommendations to management for better customer satisfaction and experience.

**Requirements / Qualifications**
- Minimum **SPM / Diploma** in Business Administration, Marketing, Communications, or related field.
- At least **1 year of experience** in Customer Service, Reception, or related roles (experience in dental or healthcare industry is an added advantage).
- Excellent communication skills in **Bahasa Malaysia and English** (both written and spoken).
- Friendly, empathetic, and patient personality with a strong sense of responsibility.
- Able to multitask, manage time effectively, and work under mínimal supervision.
- Proficient in using **Microsoft Office (Excel, Word)** and familiar with **social media platforms**.
- Willing to learn and grow in a dynamic and customer-focused environment.

Pay: From RM1,700.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Parental leave
- Professional development

Work Location: In person

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