MiRXES is a Singapore-headquartered molecular diagnostic company with R&D, manufacturing, and clinical lab operations in Singapore, USA, Japan, and China. We specialize in microRNA technologies and the development, manufacturing, and provision of diagnostic test kits and clinical services. Our mission is to enable early disease detection and provide insights for better patient care by harnessing the power of microRNA to augment traditional testing. Our vision is to be the world’s leading developer and provider of accurate, actionable, and affordable microRNA-powered diagnostic tests.
Job Location: Matrix
Job Summary
To provide administrative and client service support.
Roles and Responsibilities
- Main point of communication between the company and clients. Handle first level enquires, primarily incoming calls through hotlines or other channels such as email and webchat.
- Provide information on services and sample collection requirements for onboarded clients.
- Arrange sample pick up at location as requested by clients.
- Provide information on when and how test results will be available.
- Assist customers with product or service-related questions, issues, and requests.
- Coordinate and ensure new client are created accurately.
- Assist delivery of laboratory results as needed by company or clients.
- Communicate delivery of results to healthcare providers following lab protocols and privacy regulations.
- Accurately update and maintain patient and client information in the healthcare company's database.
- General Administrative tasks relating to Client Service.
- Follow-up and/or notify clients of any rectification and rejection as required by the company.
- Clarify and notify clients of any matters as required by the company.
- Address and resolve client complaints or concerns promptly and professionally, aiming for first-contact resolution. Escalate complex issues to appropriate departments or management as necessary.
- Communicate and coordinate with all internal departments to ensure efficient flow of service and information.
- Respond promptly and professionally to customer inquiries via phone, email, or chat.
- Stay informed about the various diagnostic tests and services offered. Provide accurate and detailed information about our products or services.
- Understand client's needs and provide quick, accurate and satisfactory answers to their queries and concerns.
- Contribute to a positive customer experience and build lasting customer relationships. Proactively seek feedback to make improvements.
- Ensure adherence to company guidelines, healthcare regulations and service standards and requirements.
- Safeguard patient confidentiality and privacy (PDPA).
- Handle ad hoc duties as required.
Desired Skills and Competencies
- Minimum Diploma in Biological science or equivalent
- Some customer service and/or admin experience (ideally lab or medical environment)
- Excellent verbal and written communication skills in English.
- Proficiency to use MS Office
- Meticulous and systematic with administrative procedures
- Excellent communication, interpersonal, organizational and time management skills.
- Ability to work independently and efficiently.
- Empathetic and patient demeanor when dealing with customer inquiries and concerns
- Strong problem-solving skills and a proactive approach to customer issues.
- Ability to multi-task within a fast-paced environment, strong attention to detail, team player
We appreciate your interest in the above-mentioned position, however, due to overwhelming response, only shortlisted candidates will be contacted.
