CUSTOMER SERVICE, REFERRAL BUSINESS CENTRE

KPJ Selangor Specialist Hospital; Malaysia; On-site; MYR 36,000 - 60,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a dedicated customer support specialist to manage inquiries from specialists, doctors, GPs, and existing clients across Malaysia. You will handle lab service orders, track orders, and coordinate with laboratory staff to ensure timely delivery and issue resolution.

The role emphasizes accurate record-keeping, professional communication, and proactive problem-solving to maintain high levels of customer satisfaction and repeat business.

Qualifications

• Ability to manage calls and inquiries from healthcare professionals and clients.
• Strong communication and interpersonal skills for professional customer interactions.
• Detail-oriented for accurate logging of queries and orders.

Responsibilities

• Manage incoming calls and inquiries from specialists, doctors in government sector, and existing clients.
• Handle orders from GPs and ensure prompt processing and delivery of services.
• Trace and follow up on existing orders from medical labs, hospitals, and other healthcare institutions.
• Provide high-quality customer service and maintain relationships with clients.
• Act as liaison between healthcare professionals and laboratory staff to ensure smooth communication.
• Accurately log queries, orders, and resolutions in the call center system; update client profiles and history.
• Troubleshoot issues related to test orders, results, or services with internal teams, and suggest process improvements.
• Track KPIs and provide reports on call center activities and customer feedback.

Job description

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.