Telemarketing Lead

Job Description:

• Managing customer service team who normally at front desks/ receptionist. 2 shifts for customer service. Morning shift and Afternoon shift.
• Enquiry Handling: Respond promptly and empathetically to customer inquiries via social media, email, and phone. Your dedication to satisfying their curiosity will nurture a sense of trust and loyalty.
• Customer Follow-up: Engage in proactive follow-ups to ensure our customers' satisfaction and address any post-treatment concerns with compassion and attentiveness.
• Appointment Management: Collaborate with our team to schedule appointments, ensuring that our customers' preferences are respected and accommodated to the best of our ability.
• Product Knowledge: Stay up-to-date with our services, treatments, and promotional offers, enabling you to provide customers with accurate and comprehensive information.
• Emotional Support: Your kindness and understanding will provide emotional support to customers, especially during moments of vulnerability or hesitation.
• Conflict Resolution: In the rare instance of a customer concern or complaint, approach each situation with empathy and professionalism, striving for a resolution that leaves them feeling valued and heard.
• Patient Intake and Registration: Collecting and entering patient information accurately into the clinic's system, ensuring all necessary forms and documentation are completed and organized.
• Patient Care and Support: Assisting patients during their visit, providing them with a warm and welcoming environment, addressing their concerns, and ensuring their needs are met throughout their experience at the clinic.
• Ensure systems are in place to monitor compliance with CQC standards.
• Able to provide “on call” support to teams as required by the Company.
• Ensure proper documentation and recording of our operations.
• Ensure availability to take calls and answer customer inquiry from 10.00am to 10.00pm daily.
• Manage large amounts of incoming calls and message inquiry eQectively.
• Be available to respond to customer inquiries during public holidays and off days as per company policy.

Job Requirement:

• Candidate to possess at least Bachelor or Diploma in related field.
• At least 3 years of related working experience in customer service field / industry.
• Able to lead a team of customer service executives.
• Ability to perform well in a fast-paced environment.
• Detailed-oriented, responsible and proactive.
• Excellent analytical and multitasking skills.
• Ability to work independently while collaborating in a fast-paced agile team .
• Ability to speak Mandarin and English fluently in order to communicate with global colleagues and stakeholders

Job Type: Full-time

Pay: RM4,000.00 - RM5,000.00 per month

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• TeleMarketing: 3 years (Required)

Language:

• Mandarin (Required)