Customer Care

1 week ago

Penang Island Penang, Malaysia FINNMED SDN. BHD. Full time
1. After-Sales Care & Customer Support
  • Conduct regular follow-ups with customers to monitor therapy progress, comfort levels, and device usage.
  • Handle customer enquiries promptly via call, message, or in person.
  • Provide guidance on proper device usage, mask fitting, troubleshooting, and care.
  • Maintain detailed records of customer interactions, usage challenges, and follow-up actions in CRM.
2. Device Maintenance & Service Coordination
  • Invite and remind customers to send their medical devices for scheduled preventive maintenance or servicing.
  • Coordinate with the service centre for repairs, replacements, and preventive maintenance.
  • Track service schedules and next maintenance dates, ensuring timely reminders to customers.
  • Educate customers on filter changes, cleaning routines, and component lifespan.
3. Technical Support
  • Provide on-site or remote troubleshooting for medical devices.
  • Assist with device setup, installation, and operational guidance.
  • Identify technical issues and escalate to the service team when necessary.
  • Ensure customers understand how to optimise their therapy experience with the correct settings and accessories.
4. Assisting Sales Team
  • Support the sales team in handling patient needs and coordinating device-related procedures.
  • Assist with product demonstrations and provide technical guidance to customers during appointments.
5. Customer Relationship Management
  • Build and maintain strong, long-term customer relationships through consistent follow-up and service excellence.
  • Gather customer feedback to improve service quality and therapy outcomes.
  • Ensure high customer satisfaction and loyalty by providing reliable and proactive support.
6. Reporting & Documentation
  • Update CRM with follow-ups, service reminders, technical support logs, and maintenance histories.
  • Prepare periodic reports on customer engagement, service follow-up activities, and recurring issues.
  • Document recommendations and technical observations for internal process improvement.

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