MaNaDr is the first APAC-based telehealth company to be publicly listed on US Stock Exchange.
Through our MaNaDr platform, we offer personalized and reliable medical attention to users worldwide. Our platform allows our community of healthcare providers to have a broader reach to users through virtual clinics without any start-up costs and the ability to connect to a global network of peer-to-peer support groups and partners. Our range of seamless and hassle-free telehealth solutions includes teleconsultation services, prescription fulfilment and other personalized services such as weight management programs and gender-specific care.
We are looking for highly motivated people to join us. For more information about us, please visit https://manadr.com/.
Job Responsibilities:
1. Investigation and Mediation:
- Investigate complaints thoroughly to understand the issues from both the users' and service providers' perspectives.
- Mediate between disputing parties to try to resolve complaints informally.
- Recommend appropriate solutions based on investigation findings if an informal resolution is not possible.
2. Communication and Documentation:
- Communicate effectively with users, service providers, and internal departments to gather information and explain outcomes.
- Draft documents related to investigations, including summaries, reports, and resolution plans.
- Administer Codes of Conduct and identify emerging issues or trends in complaints.
3. Refund Management:
- Determine user eligibility for refunds by following the company's terms and guidelines.
- Communicate with users, service providers, and internal departments to handle refund requests.
- Execute pre-refund processes to assist the Finance Department and obtain sufficient refund details via email.
- Escalate cases to Finance when necessary.
4. Response and Escalation:
- Respond to refund-related emails and escalated cases promptly.
- Handle inquiries from internal departments related to complaints and refunds.
5. Collaboration and Process Improvement:
- Work with internal departments to process refunds for clients or patients efficiently.
- Foster a positive work environment by ensuring that all tasks and transactions follow the company's standard operating procedures.
- Collaborate closely with the Customer Care team to manage refund cases and policies.
6. Operational Systems and Reporting:
- Improve operational systems, processes, and policies to support better management reporting and information flow between Operations, Finance, IT, and management.
- Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
7. Training and Development:
- Provide training and support to team members on complaint resolution processes and best practices.
- Develop and maintain training materials and documentation for complaint handling and refund processing.
8. Quality Assurance:
- Conduct regular audits of complaint handling and refund processing to ensure compliance with company policies and regulatory requirements.
- Monitor and report on key performance indicators (KPIs) related to complaint resolution and refunds.
9. Customer Feedback Analysis:
- Analyze customer feedback and complaints to identify root causes and areas for improvement.
- Provide insights and recommendations to management based on trends and patterns in customer complaints.
10. Stakeholder Engagement:
- Engage with key stakeholders to ensure alignment on complaint resolution strategies and initiatives.
- Represent the complaint resolution function in cross-functional meetings and projects.
11. Risk Management:
- Identify potential risks related to complaint handling and refund processing and develop mitigation strategies.
- Ensure that all actions taken are in compliance with legal and regulatory requirements to minimize risk to the company.
Job Requirements:
1. Experience:
- Minimum of 3 years of experience in a related field, such as customer service, complaint resolution, or dispute management.
- Experience in a healthcare or telemedicine environment is an advantage.
2. Skills and Competencies:
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficient in using CRM systems and other customer service software.
- Ability to handle sensitive information with confidentiality and professionalism.
- Strong organizational and multitasking skills.
3. Attributes:
- Empathetic and patient-centered approach.
- Strong commitment to resolving customer issues and improving customer satisfaction.
- Ability to work collaboratively with a diverse team.
- High level of integrity and ethical standards.
Interested applicants, please apply with updated resume and expected salary. We regret that only shortlisted candidates will be notified.
