Customer Care Consultant

SUNFERT INTERNATIONAL FERTILITY CENTRE SDN BHD; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Benefits offered by this job

Medical

Parking

Bonus

Hospitalization

Group Personal Accident

Job summary

Sunfert International Fertility Centre Sdn Bhd is seeking a proactive Customer Service professional to engage with local and international patients, ensuring high satisfaction and loyalty. You will handle enquiries, support feedback processes, and collaborate with departments to enhance the patient experience.

The role emphasizes effective communication, data updating, and active participation in marketing and patient loyalty initiatives. Multilingual abilities are a strong asset.

Qualifications

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
• Minimum two years working experience in related field; hotel management and tourism background an added advantage.
• Strong command of English, Mandarin and Cantonese; additional languages are a plus.
• Computer literate with Microsoft Word, Excel and ability to update information online.

Responsibilities

• Attend and promptly respond to all enquiries via walk-in, phone, email, website, and social media.
• Assist patients in the feedback mechanism, including inter-department investigations and compiling feedback.
• Support the CS manager in implementing patient service etiquette.
• Ensure incident reports are raised within 24 hours.
• Improve patient service and retention through interdepartmental engagement.

Skills

English

Mandarin

Cantonese

Other languages (Indonesian/Japanese)

Customer service

Communication

Computer literacy

Education

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Tools

Microsoft Word

Excel

Online system

Job description

JOB PURPOSE

To interact with patients (local and international) to maintain and increase patient satisfaction, patient loyalty and patient retention by ensuring that services provided at Sunfert exceed patients’ expectations.

DUTIES

• 1. To promptly attend and respond to all enquires through walk-in, phone, email, website, social media and etc.
• 2. To assist patients in patients' feedback mechanism in the company which shall include but not limited to inter departmental investigation and compilation of patient feedbacks.
• 3. To assist CS manager implementing patient service manual / etiquette.
• 4. To ensure all Incident Reporting Notification Forms are raised within 24 hours.
• 5. To improve patient service and patient retention through engagement with all departments in a constructive manner.
• 6. To collect, compile and analyse patients' experience and generate reports on patients’ feedbacks and findings.
• 7. To prepare reports related to Customer Service including patient’s waiting time, etc.
• 8. To collect, compile and update patients' database.
• 9. To actively demonstrate the role of Service Ambassador* by attending to all patients’ request and enquiries.
• 10. To assist BD team in development of Patient Loyalty Program, or any similar project.
• 11. Assisting fellow colleagues and to perform any other duties as assigned by the Medical Director or management.
• 12. Attend to other administrative duties as assigned.
• 13. To assist in certain project/s as and when directed by the Centre Manager, Medical Director or management.
• 14. To participate and contribute to the marketing and expansion activities of Sunfert Group as the need arises.
• Assisting fellow colleagues and to perform any other duties as assigned by the Centre Manager or the management team.

JOB REQUIREMENTS

• 1. Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• 2. Minimum two (2) years working experience in related field; experience in hotel management and tourism would be an added advantage
• 3. Strong command to spoken and written in English, Mandarin and Chinese dialects (such as Cantonese) and any foreign language like Indonesian or Japanese would be an added advantage;
• 4. Computer literate especially in Microsoft Words, Excel and ability to update information through online system.
• 5. Positive attitude, pleasant personality, love meeting people and passionate in serving customers.
• 6. Professional and performance oriented.
• 7. Good planning and organization skills.
• 8. Proven ability to delicately solve sensitive matters.
• 9. Self-reliant, aggressive in meeting deadlines and able to work under pressure.
• 10. Excellent judgment and creative problem-solving skills.
• 11. Enthusiastic, energetic, flexible, collaborative and proactive.
• 12. Good interpersonal skills, confidence and courteous.

Perks and benefits Medical Parking Bonus, Hospitalization, Group Personal Accident In

Since our inception in November 2009, Sunfert International has now treated over 2,000 couples with Assisted Reproductive Technology (ART) with a success rate of over 50% across all ages. This means for every two patients, one will successfully conceive and become a happy parent!

With a team of highly-trained and experienced professionals, our strength lies in our holistic approach to fertility care. Conscious of the potential anxiety and stress of IVF treatment, Sunfert International combines Wellness in the form of MindBody Fertility to harmoniously complement the best outcomes in medical treatments.

VISION

To be the most technologically advanced and efficient fertillity group in Malaysia

MISSION

To provide a complete range of effective and affordable fertility care in a personalised manner