Customer Success Specialist

1 day ago

Kelana Jaya Selangor, Malaysia WIL Health Coordination Malaysia Sdn Bhd Full time 40,000 - 60,000 per year

Role Summary:

The Customer Success Specialist is the heart of our client-focused operations, ensuring a positive and seamless experience for individuals and organizations receiving our services. This role combines exceptional communication, scheduling, and administrative support with a consultative sales approach. You'll work closely with practitioners to enhance client satisfaction, facilitate treatment plans, and promote long-term client relationships, ultimately contributing to increased revenue.

Key Responsibilities:

Client Engagement & Scheduling:

  • Liaise with clients, healthcare practitioners, and case managers to schedule, reschedule, and manage appointments efficiently.
  • Conduct initial client assessments, gathering essential information to understand their needs and goals.
  • Facilitate smooth onboarding for new clients, providing clear guidance and support.
  • Maintain accurate booking and client records in the system, ensuring data integrity.

Client Retention & Growth

  • Proactively follow up with clients after their initial appointments, seeking feedback and understanding their needs.
  • In collaboration with our practitioners' recommendations, identify and suggest additional services or extended treatment plans that would benefit the client's well-being.
  • Respond to inquiries from potential new clients, providing information about our services, and aligning their needs with appropriate solutions.
  • Proactively reach out to potential clients identified through case managers or healthcare provider referrals.
  • Build strong relationships with clients, fostering loyalty, trust, and the potential for referrals.

Collaboration & Coordination:

  • Collaborate closely with healthcare practitioners, case managers, and relevant stakeholders to align service delivery.
  • Coordinate bulk services and scheduling, ensuring a smooth and efficient process.
  • Proactively communicate any scheduling changes, delays, or potential issues that may affect the client experience.

Funding & Administration

  • Collaborate with case managers to verify funding availability for clients' services.

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