Healthcare Customer Experience Specialist (Referrals & Orders)

KPJ Healthcare Berhad; Kuala Lumpur; Vor Ort; MYR 36.000 - 48.000; Vollzeit

Zusammenfassung

KPJ Healthcare Berhad, a leading private healthcare provider in Malaysia, seeks a Customer Service professional for its Referral Business Centre. The role focuses on managing inquiries and orders from specialists, doctors, and existing clients, tracing and resolving order issues, and maintaining strong relationships with medical professionals and institutions.

Responsibilities include logging interactions in the system, updating client profiles, coordinating with lab and logistics teams, and

Qualifikationen

• Query Management and Order Handling: Manage incoming calls and inquiries from specialists, doctors in government sector, and existing clients, resolving issues regarding lab services, test results or procedures.
• Customer Support and Relationship Management: Provide high-quality customer service, maintain strong relationships with clients including medical professionals and institutions.
• Record-Keeping and Documentation: Log all queries, orders and resolutions in the call center system; update client profiles and order history.
• Problem-Solving and Issue Resolution: Troubleshoot issues related to test orders, results, or services, coordinating with internal teams to resolve them.
• Reporting and Analysis: Track KPIs such as call response times, order fulfillment status, and customer satisfaction; provide reports.

Aufgaben

• Manage incoming calls and inquiries from specialists, doctors in the government sector, and existing clients; resolve issues regarding lab services, test results, or procedures.
• Handle orders and requests from GPs; ensure 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.
• Provide high-quality customer service in a professional, courteous manner; maintain strong relationships with clients; act as liaison between healthcare professionals and laboratory staff.
• Log all queries, orders, and resolutions in the call center system; maintain client profiles and order history.
• Troubleshoot issues; coordinate with internal teams to resolve issues; provide feedback for improvements.
• Track KPIs; provide reports on call center activities and customer feedback.

Jobbeschreibung

KPJ Healthcare Berhad, a leading private healthcare provider in Malaysia, seeks a Customer Service professional for its Referral Business Centre. The role focuses on managing inquiries and orders from specialists, doctors, and existing clients, tracing and resolving order issues, and maintaining strong relationships with medical professionals and institutions.

Responsibilities include logging interactions in the system, updating client profiles, coordinating with lab and logistics teams, and