Customer Service Officer

EUROFINS CLINICAL DIAGNOSTICS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in clinical diagnostics is seeking a dedicated Customer Service professional to ensure excellent customer satisfaction. The role involves managing client queries, processing laboratory specimens, and maintaining precise data entry in the Laboratory Information System. Candidates should possess 'O' levels or equivalent education, strong service orientation, and relevant experience.

Qualifications

• Educational background of ‘O’ levels or equivalent.
• Experience in client service and specimen management.
• Hardworking with a positive work attitude.

Responsibilities

• Attending to customers’ enquiries and ensuring satisfaction.
• Processing specimens and entering data accurately.
• Resolving customer complaints and providing responsive support.

Skills

Organizational skills

Service orientation

Time management

Proficiency in computer skills

Education

‘O’ levels or equivalent

Tools

Laboratory Information System (LIS)

Job description

Job Descriptions:

1. Contributes to the professional growth and development of the Customer Service function.
2. Attends to customers’ enquiries in a professional manner.
3. Ensures customer satisfaction by providing responsive and meticulous support.
4. Provides immediate responses to clients’ technical/service-related queries and problems.
5. Addresses and resolves customers’ complaints/dissatisfactions by initiating thorough investigations, evaluating findings, and responding promptly to supervisors, management, or customers.
6. Meticulously processes specimens received from the courier team and customers.
7. Enters patients' demographic data and laboratory test orders accurately into the Laboratory Information System.
8. Understands clinical and test terminologies, including test profiles and codes.
9. Communicates specimen and request form issues to the Laboratory Manager.
10. Adheres to procedures for sample centrifugation, storage, retrieval, and disposal.
11. Maintains effective communication with clients, co-workers, and management.
12. Possesses good time-management skills.
13. May be rotated to other lab locations or shifts as necessary.
14. Performs other duties as assigned.
15. Ensures duties and responsibilities are carried out diligently.
16. Observes PDPA (Personal Data Protection Act) guidelines and maintains chain of custody of specimens, ensuring accurate sorting, data entry, preparation, collation, and handling of specimens containing patients' personal data.
17. Ensures proper storage and disposal of specimens according to company policies.

Job Specifications:

• ‘O’ levels or equivalent educational background
• Service-oriented
• Good organizational skills
• Hardworking with a positive work attitude
• Experience in client service scope
• Experience in specimen management and data entry
• Proficient in computer skills and experienced in using LIS