Call Centre Agent

UM Specialist Centre; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A healthcare service provider in Kuala Lumpur is seeking a customer service representative to manage appointment inquiries and maintain high customer satisfaction. The role involves booking appointments, ensuring accurate data entry, and providing exceptional service. Candidates should have at least 2 years of experience in customer service, with a preference for backgrounds in the healthcare industry. Strong communication skills and attention to detail are essential.

Qualifications

• Minimum 2 years of recent working experience in Customer Service/BPO/Call Centre/Telemarketing.
• Experience in the Medical/Healthcare industry will be added value.

Responsibilities

• Handle appointment inquiries/requests by phone, email, and live chat.
• Make outbound calls to patients to book/reschedule appointments.
• Ensure all patient details are accurately keyed into the systems.

Skills

Customer service skills

Empathy

Attention to detail

Communication skills

Education

SPM/STPM/Diploma/Degree or equivalent

Job description

Handle appointment inquiries/requests by phone, email, and live chat.

Make outbound calls to patients to book/reschedule appointments.

Obtain patient's details and ensure all information is accurately and promptly keyed into the systems for all transactions.

Provide excellent and high-quality service in a timely and professional manner.

Ensure KPIs targets (e.g. customer satisfaction index, first call resolution, productivity) are met consistently to achieve the overall contact center objectives.

Any other duties and responsibilities that may be assigned to you by the management from time to time.

Establish sustainable relationships and engage customers by taking the extra mile.

Job Requirements

• SPM/STPM/Diploma/Degree or equivalent professional qualification.Minimum 2 years of recent working experience in Customer Service/BPO/Call Centre/Telemarketing.
• Experience in the Medical/Healthcare industry will be added value.
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasive, immaculate telephone manners, and communication skills.