Customer Experience Specialist

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hisential Full time

Customer Experience Specialist/Senior Customer Experience Specialist (Call Center MY/SG Market)

About the job

Service Type: Health Care

Location: Bangsar, Kuala Lumpur

As our clinic expands rapidly, so will your professional growth. Be part of an exciting, dynamic company with ample opportunities for career advancement. Your contributions will directly impact the success of the business, allowing you to shape your own career path within an expanding organization.

Position Overview:

As a Customer Experience Specialist, you will be the first point of contact for our valued customers. Your primary responsibility is to deliver exceptional service, answer inquiries, resolve issues, and promote our medical products and services.

Key Responsibilities:


• Customer Engagement: Provide premium-level support by responding to inquiries via phone, email, and chat, ensuring a seamless customer experience.


• Appointment Management: Coordinate and manage appointment schedules, including making outbound calls to confirm bookings and following-up on patient's condition and visit experience.


• Issue Resolution: Handle customer concerns with professionalism and empathy, ensuring efficient problem resolution while escalating complex issues when necessary.


• Ad-hoc Responsibilities: Support the team by efficiently completing additional tasks assigned by the Team Lead or Manager, maintaining high standards of service and operational excellence.

What We Seek


• Minimum Diploma or Equivalent (Supplementary certifications will be an added advantage).


• Familiarity with CRM's such as Zendesk, Hubspot, Salesforce etc. is an advantage.


• Familiarity with both MY & SG market.


• Fluent in English.


• A go-getter, and problem solver mindset to proactively customize solution for each customer needs.


• Ability to work effectively with diverse teams, fostering an inclusive environment that values each member's contributions.


• Willingness to adjust to changing team dynamics and work requirements, demonstrating flexibility in roles and responsibilities.


• Skilled in navigating sales pitch and prompting client needs, promoting a positive atmosphere.


• Reliable in completing tasks and supporting team members, ensuring collective goals are met on time.


• Good written and verbal communication skills to communicate accurately within our customers.


• Ability to multi-task, prioritize, and manage time effectively.


• Prior healthcare experience is not necessary.


• Prior customer service or hospitality experience is preferred.

Working Hours:

You must be able to commit to a 45-hour workweek

Shift working hours.

Salary:

MYR 3,000 - MYR 4,000 (excluding performance incentives)

Only shortlisted candidates will be reached out to. We appreciate the time you have taken to apply for this position.

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