Operation Cum Customer Service Executive

• Serves as the primary point of contact for customers seeking guidance or clarification regarding products or services.
• Responsible for addressing inquiries, resolving issues, and providing assistance
• Promptly responding to customer inquiries via various communication channels, such as phone, email, or live chat, with professionalism and empathy.
• Accurately documenting customer interactions, identifying recurring issues or trends, and collaborating with internal teams to implement effective solutions.
• Assist in preparing monthly report for review.
• Must be available for over-time assignment if required.

RESPONDING TO CUSTOMER INQUIRIES

• Addressing customer queries, concerns, and complaints via various communication channels such as phone, email, live chat, or social media promptly and professionally.

PROVIDING PRODUCT/SERVICE INFORMATION

• Offering accurate and detailed information about products or services to assist customers in making informed purchasing decisions.
• Providing guidance, tutorials, or demonstrations to help customers better understand product features, functionalities, and usage.

PROCESSING BOOKINGS AND REFUNDS

• Assisting customers with booking appointments, and issuing refunds as required.

RESOLVING ISSUES AND ESCALATING WHEN NECESSARY

• Identifying and resolving customer issues efficiently while adhering to company policies and procedures.
• Demonstrating empathy, patience, and professionalism in all customer interactions, even in challenging situations, to ensure a positive customer experience.
• Escalating complex issues to higher levels of support or management when necessary.

MAINTAINING CUSTOMER RECORDS

• Documenting customer interactions, inquiries, complaints, and resolutions accurately for future reference and analysis.
• Update customer personal details in our Clinic management System.

HANDLING CUSTOMER FEEDBACK

• Listening to customer feedback attentively, acknowledging their suggestions or concerns, and relaying valuable insights to relevant departments for product or service improvements.

STAYING UPDATED ON PRODUCTS AND POLICIES

• Collaborating with other departments to address customer needs effectively and contribute to overall customer satisfaction and retention efforts.

MEETING PERFORMANCE METRICS

• Achieving key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and first-contact resolution rates to meet or exceed departmental goals.

Job Type: Full-time

Pay: RM1,700.00 - RM2,600.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Customer Services: 1 year (Preferred)
• Operation Clininc: 1 year (Required)

Language:

• Bahasa (Required)

Willingness to travel:

• 100% (Preferred)