Customer Service Executive

We are looking for a proactive and efficient Customer Service Executive to join our medical clinic team, focusing primarily on handling patient inquiries via digital communication platforms such as WhatsApp, email, and phone. You will be responsible for answering inbound inquiries, scheduling patient appointments, performing outbound calls for follow-up, and providing exceptional customer service to ensure a seamless clinic experience.

Key Responsibilities:

• Digital Communication (WhatsApp & Email):
• Respond to patient inquiries promptly and professionally via WhatsApp and email, addressing concerns, providing clinic information, and clarifying services offered.
• Assist patients with scheduling, rescheduling, or canceling appointments through WhatsApp and email.
• Ensure all communication is clear, empathetic, and adheres to clinic standards for tone and accuracy.
• Inbound Calls & Queries:
• Answer inbound phone calls, providing assistance, and answering any questions regarding services, procedures, and policies.
• Direct inquiries to appropriate medical staff or departments when necessary.
• Resolve patient concerns or issues effectively while maintaining a positive experience.
• Appointment Scheduling:
• Schedule patient appointments via phone, WhatsApp, or email, ensuring that all details are accurately documented in the clinic's scheduling system.
• Confirm patient appointments ahead of time through calls, WhatsApp, or email.
• Ensure that appointment reminders are sent and assist with rescheduling as needed.
• Outbound Calls for Follow-ups:
• Perform follow-up calls to patients to remind them of upcoming appointments or to check on their post-visit condition.
• Follow up on patient inquiries and provide any additional information or support required.
• Conduct surveys to gather patient feedback on their experience with the clinic and identify areas for improvement.
• Record Keeping & Data Management:
• Maintain accurate and up-to-date records of patient communications, appointments, and follow-ups.
• Input and update patient data in the clinic's management system to ensure accuracy and smooth service delivery.
• Customer Service Excellence:
• Provide consistent, high-quality customer service by addressing patient inquiries and ensuring a positive experience across all communication channels.
• Handle any complaints or concerns with professionalism and escalate issues when necessary to senior staff or management.
• Collaboration with Medical Team:
• Collaborate with healthcare professionals to ensure that patient needs are met and appointment schedules align with medical staff availability.
• Communicate effectively with team members to ensure patients’ questions or concerns are addressed efficiently.

Job Types: Full-time, Permanent, Fresh graduate

Pay: From RM2,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Schedule:

• Day shift

Supplemental Pay:

• Attendance bonus
• Commission pay
• Overtime pay

Education:

• STM/STPM (Preferred)

Experience:

• Customer Care Specialist: 1 year (Preferred)

Language:

• English (Preferred)
• Bahasa (Preferred)

Expected Start Date: 01/20/2025