Job Description

 📍 Location: Mid Valley, Kuala Lumpur (On-Site)
🕒 Employment Type: Full-time 

Job Overview:
We are seeking a dedicated and empathetic Online Customer Service Representative to join our team. This role involves interacting with patients and clients through various online channels to provide support, resolve issues, and ensure satisfaction. As the first point of contact, you will play a vital role in representing the Da Vinci Clinic’s commitment to excellence. 

If you have a passion for customer service and sales, enjoy interacting with people, and thrive in a fast-paced environment, we want to hear from you! 

Key Responsibilities:

• Respond promptly to inquiries via email, live chat, and social media platforms.
• Provide detailed information about our services, treatments, and appointment procedures.
• Assist patients with scheduling appointments, rescheduling, or cancellations.
• Proactively recommend and upsell products/services based on customer needs and preferences. 
• Troubleshoot and resolve patient concerns or escalate issues to the appropriate department when necessary.
• Maintain accurate records of patient interactions in our CRM system.
• Educate patients on post-treatment care and preparation guidelines when applicable.
• Gather feedback and identify areas for service improvement to enhance the patient experience.

Job Requirements

 What We Are Looking For:

• Customer-Focused: A compassionate individual who prioritizes patient satisfaction and comfort.
• Strong Communication Skills: Excellent written and verbal communication in English, Chinese & Bahasa Malaysia to convey complex information clearly and empathetically.
• Problem Solver: Ability to think critically and provide effective solutions.
• Tech-Savvy: Proficiency in using online communication tools, CRM software, and basic office applications.
• Organized: Strong time management skills to handle multiple tasks efficiently.
• Team Player: Willingness to collaborate with internal teams to ensure seamless patient care.

 Qualifications:

• High school diploma or equivalent; additional certifications or degrees in healthcare administration or customer service are a plus.
• Previous experience in customer service, preferably in a healthcare or clinic setting.
• Familiarity with medical terminology and healthcare procedures is desirable.
• Ability to work flexible hours, including evenings and weekends if required.
• Soft Skills: Strong persuasion skills, problem-solving abilities, and resilience in handling customer concerns. 

Skills