Call Center Representative

2 days ago

Subang Jaya Selangor, Malaysia Easmed Full time

As a Call Centre Agent at The Air Station (part of Easmed Group), you will be responsible for providing exceptional customer service and support to customers who are seeking or using our medical devices, including CPAP, BiPAP, oxygen concentrators, and other sleep-related products. You will also be involved in
outgoing calls
to potential customers including to healthcare practitioners and patients.

Key Responsibilities:

  • Customer Inquiries:
     Answer inbound calls and respond to emails, providing customers with accurate and timely information about sleep products (e.g., CPAP, BiPAP, nasal dilators, oxygen concentrators), including their features, usage, benefits, and pricing.
  • Outbound Sales & Lead Generation:
    Conduct outbound calls to existing and potential customers to introduce company products and services. Generate sales leads, qualify prospects, and set appointments for sales representatives to conduct product demonstrations or consultations. Follow up with leads to nurture interest and convert into confirmed sales.
  • Product Knowledge:
     Maintain a strong understanding of medical sleep devices, their functions, and associated accessories. Offer recommendations based on customer needs (e.g., recommending appropriate CPAP mask sizes, troubleshooting device issues, explaining the benefits of oxygen concentrators).
  • Technical Support:
     Provide basic troubleshooting assistance for common issues related to sleep devices and escalate complex issues to appropriate technical teams. Ensure customers have clear instructions for device setup and maintenance.
  • Customer Education:
     Educate customers on the proper use and maintenance of their devices, such as cleaning and replacing CPAP masks or filters. Offer guidance on insurance coverage for devices when necessary.
  • Follow-Up:
     Ensure timely follow-up on customer inquiries, orders, or complaints to ensure customer satisfaction. Document interactions and escalate unresolved issues to the appropriate departments or supervisors.
  • Data Entry and Reporting:
     Accurately input customer information, inquiries, and orders into the CRM system. Maintain organized records of calls, resolutions, and customer feedback.
  • Compliance and Regulations:
     Ensure all customer interactions and processes adhere to healthcare regulations and company policies related to the sale and support of medical devices.

Skills and Qualifications:

  • Diploma or equivalent, preferably from science background.
  • This role will be supporting SEA region Candidates who can speak SEA region languages are encouraged to apply.
  • Proven experience in a call centre environment, preferably in the medical device, healthcare, or sleep therapy industry.
  • Strong verbal and written communication skills.
  • Excellent problem-solving abilities and ability to troubleshoot basic technical issues.
  • Customer-focused with a passion for providing exceptional service.
  • Ability to remain calm and professional in high-pressure situations.
  • Detail-oriented with strong organizational skills.
  • Knowledge of medical terminology and sleep disorders (e.g., sleep apnea, CPAP therapy) is a plus.
  • Familiarity with CRM software and call centre systems is preferred.
  • Ability to work in a team-oriented environment and collaborate across departments.

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