Job Description:
-Interacting and building relationships with clients to ensure their satisfaction
-Manage Doctor / Nurse relations by follow-up inquiries and any problems.
-Answers and follow-up inquiries from our Doctors and Clients in a timely manner.
-Great professional telephone manner and excellent initiative.
-Handle and resolve clients’ escalated complaints, investigate, evaluate and follow-up on outstanding cases to improve customers’ satisfaction
-Inform clients of unforeseen delays or problems.
-Work closely with all departments to propose and implement positive changes, initiate and execute motivation programs to improve the overall customer experience and service delivery
-Maintaining accurate client records
-Ensure high security and confidentiality of customers’ information in the Company’s database is maintained and in compliance of PDPA Act
- Generate and analyse call statistics, weekly and/or monthly KPIs report for management review, e.g. call answer rate, waiting time, to track the team’s performance
Requirements:
-Diploma in Business Management or equivalent discipline
- Minimum 2-3 years of relevant work experience in supervisory role or similar capacity, medical laboratory or healthcare industry
-Strong leadership, work professionalism, organizational and problem-solving skills
-Excellent interpersonal, and communication (with good command of written and spoken English) skills
- Proficient in MS Office applications and hands-on experience in CRM system
-Knowledge of biomedical/ laboratory terms, test methodologies and schedules will be an added advantage
-Service and results oriented, highly motivated, proactive, positive learning and working attitude with great initiative
-Able to work independently and within teams under tight schedules and pressure
