CUSTOMER SERVICE, REFERRAL BUSINESS CENTRE

Lablink (M) Sdn Bhd; Malaysia; Sur place; MYR 28 000 - 52 000; Plein temps

Résumé du poste

KPJ Healthcare Berhadis seeking a customer support professional in Malaysia to manage inquiries from medical professionals and existing clients, ensuring timely resolution of issues related to lab services, test results, or procedures.

You will log queries, track orders, maintain client profiles, and coordinate with lab and logistics teams to ensure smooth communication and service delivery across the region.

Responsabilités

• Manage incoming calls and inquiries from specialists, doctors in the government sector, and existing clients, providing accurate information and resolving issues regarding lab services, test results, or procedures.

Description du poste

GENERAL DESCRIPTION

Responsible for managing and resolving queries and orders from specialists, doctors, GPs, and existing clientele, including medical labs and hospitals, across Malaysia. This role ensures that all inquiries are addressed promptly, and orders are tracked and traced efficiently, while maintaining high standards of customer service and satisfaction.

JOB DESCRIPTION

Query Management and Order Handling: Manage incoming calls and inquiries from specialists, doctors in the government sector, and existing clients, providing accurate information and resolving any issues regarding lab services, test results, or procedures. Handle orders and requests from existing General Practitioners (GPs), ensuring prompt processing and delivery of services. Trace and follow up on existing orders from medical labs, hospitals, and other healthcare institutions to ensure timely delivery and issue resolution.

Customer Support and Relationship Management: Provide high-quality customer service, offering support in a professional, courteous, and timely manner. Maintain strong relationships with existing clients, including medical professionals and institutions, ensuring satisfaction and repeat business. Act as a liaison between healthcare professionals and laboratory staff to ensure smooth communication and service delivery.

Record-Keeping and Documentation: Accurately log all queries, orders, and resolutions in the call center system, ensuring all information is current and easily accessible. Update and maintain client profiles and order history in the system for future reference.

Problem-Solving and Issue Resolution: Troubleshoot issues related to test orders, results, or services, coordinating with internal teams (e.g., laboratory or logistics) to resolve them. Provide feedback to relevant departments on recurring issues and suggest improvements in the process.

Reporting and Analysis: Track key performance indicators (KPIs) such as call response times, order fulfillment status, and customer satisfaction levels. Provide reports on call center activities, customer feedback, and potential areas for improvement.

KPJ Healthcare Berhad is founded on the vision of being the preferred healthcare provider in the region. We are focused on delivering world-class quality healthcare services throughout our regional footprint across 5 countries, namely Malaysia, Indonesia, Thailand, Bangladesh, and Australia. We are in search of remarkable people to join us in exploring and discovering better healthcare solutions together. Whether you are a student, a graduate, or an experienced professional, discover the impact you could make with a career at KPJ.