Customer Service Executive

Medical Wellness; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading clinic in Malaysia is seeking a Customer Service Executive to ensure exceptional service for patients. The role encompasses managing appointments, client interactions, and administrative tasks to enhance the patient experience. Applicants should possess strong communication skills and a background in customer service, contributing to a personalized care environment.

Qualifications

• Experience in customer service or client management.
• Strong communication skills and ability to resolve complaints.
• Familiarity with CRM systems.

Responsibilities

• Greet and manage patient interactions professionally.
• Provide responsive support via various communication channels.
• Maintain a positive and organized clinic environment.

Skills

Client Management

Communication

Problem Solving

Operational Support

Education

Diploma or equivalent in a related field

Job description

The Customer Service Executive will be responsible for delivering top-tier service to all clients, ensuring a seamless experience from booking appointments to follow-ups. This role requires a candidate who excels in client relations, operational support, and administrative tasks to maintain an exceptional clinic environment that prioritizes personalized care and satisfaction.

Key Responsibilities

1. Customer Interaction

Client Management:

Greet and welcome patients with professionalism, ensuring their appointments and treatments are handled discreetly and efficiently. Ensure smooth flow of operations in the clinic at all times.

Develop and maintain good rapport with patients and strive towards achieving high customer satisfaction.

Inquiries & Preferences:

o Provide responsive and professional customer support through various communication channels, including phone, email, WhatsApp etc.

o Actively respond to patients’ inquiries, concerns and complaints and ensure all cases are being solved in a timely and effective manners.

o Anticipate patient needs based on historical data, preferences, and interactions.

Personalized Recommendations:

o Use patients’ profiles and history to suggest tailored services, treatments, and products, elevating the client experience by aligning offerings with their personal preferences and lifestyle.

First-Point-of-Contact:

Serve as the primary point of contact for all patients, ensuring a positive, welcoming atmosphere in the clinic. Maintain a warm and professional tone in all interactions.

Handle patients’ feedback and complaints with care and urgency, ensuring that issues are resolved promptly to the patient’s satisfaction while adhering to company policies.

Continuously improve the resolution process based on feedback and common issues.

Aim for 24 hours. Feedback will be reported via incident report and reported to upper management.

Service & Product Knowledge:

Maintain comprehensive knowledge of the clinic’s offerings, including treatments, supplements, products and promotions.

Offer guidance and assistance to patients based on their needs and preferences. Regularly update knowledge to keep pace with any new services or changes.

3. Operational Support

CRM Management:

Ensure all information is accurate and updated in real-time, allowing for personalized and efficient service during subsequent visits between both clinics.

Team Coordination:

Work closely with staff nurses, nutritionists, doctors and other team members to ensure treatments are delivered smoothly, addressing any potential gaps in service or communication before they affect the client experience.

Work closely with the accounts department by regularly sharing information, coordinating on updates, and maintaining accurate records to ensure seamless financial and administrative operations.

Reception Oversight:

Monitor the reception and clinic area, ensuring that it reflects the high standards of the clinic at all times. Maintain a clean, organized, and inviting space, which sets the tone for the clinic experience.

4. Client Follow-Up

Post-Treatment Engagement (if necessary):

Conduct post-treatment follow-up via phone or WhatsApp with patients to gather feedback and address any additional requests. Ensure clients are satisfied and feel valued even after their clinic visit.

Feedback Loop:

Collect and document patients feedback to identify trends or recurring issues, sharing these insights with management to help refine and enhance service delivery.

Continuously identify opportunities to enhance customer service processes and improve customer satisfaction.

5. Administrative Tasks

Appointment Management:

Manage appointment scheduling, confirmations, and cancellations efficiently. Ensure that appointment times are maximized and that last-minute changes are communicated smoothly to both patients and the clinic team.

Assist in updating weekly and monthly doctor appointments and report to management.

Coordinating with patients, staff, and other professionals to minimize scheduling conflicts.

Communication Management

Responding to inquiries from patients, staff, or colleagues professionally and promptly.

Documentation and Records

Managing medical reports, patient records, and correspondence, ensuring confidentiality.

Ensuring accurate updating and seamless maintenance of patient histories across both branches to facilitate continuity of care and efficient access to records.

6. Medical Concierge

o Respond promptly to patient inquiries via phone, email, or messaging apps.

o Conduct initial consultations to understand patient needs and treatment goals.

o Provide accurate treatment information, pricing estimates, and travel timelines after the discussion among doctors and patients.

o Coordinate with Korean partner clinics for medical assessments and treatment planning.

o Assist patients in travel arrangements including flights, accommodation, and transportation if needed.

o Provide itinerary planning and a comprehensive treatment schedule.

o Arrange airport pickups, clinic transfers, and interpretation services if needed.

· On-Ground Support & Aftercare:

o Maintain communication with the patient throughout their stay in Korea or overseas.

o Serve as the point of contact for any issues, emergencies, or concerns.

o Coordinate post-treatment care and follow-up appointments once the patient returns home.

o Build strong relationships with Korean or overseas partner clinics, doctors, and service providers.

o Ensure service excellence and alignment with the clinic’s brand standards.

o Gather patient feedback and continuously improve the experience.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Customer Service Executive? Do you have customer service experience? Which of the following languages are you fluent in? How would you rate your English language skills? Are you willing to undergo a pre-employment background check?

The Anna Hoo Clinic is one of the leading medical aesthetic clinics in the country. It is a multi-award-winning group practice, located along the SPRINT Highway in the Damansara Utama area as well as in Bangsar. We provide a range of facial enhancement, medical aesthetics and anti-aging treatments. We seek dynamic individuals to join our growing team.

The Anna Hoo Clinic is one of the leading medical aesthetic clinics in the country. It is a multi-award-winning group practice, located along the SPRINT Highway in the Damansara Utama area as well as in Bangsar. We provide a range of facial enhancement, medical aesthetics and anti-aging treatments. We seek dynamic individuals to join our growing team.

What can I earn as a Customer Service Executive