Job Description

The office is located nearby KLCC, accessible by LRT and MRT Cozy office environment Overall Job Scope

• Plan and provide an excellent customer experience for all interactions.

• To maintain customer service excellence activities / programs.

• Knowing our products inside and out to provide support to enquiries on promotions, products, and services through various channels.

• Assist in raising engagement levels between StemLife and customers through active promotions or calls.

• Identify and assess customers\' needs to achieve satisfaction.

• Responding promptly to resolve customer complaints, feedback, and all difficult customer enquiries results in an increase in customer satisfaction and promotes customer retention.

• Responsible for the Mandarin or Cantonese market.

• Market intelligence

• Track customer satisfaction, effectiveness by making monthly survey calls to post-delivery clients.
• Any other surveys that need to be conducted or are required by the management or other departments.

• Pre-sales support

• Generate sales leads, to handle leads, enquiries received from the website, email, and live chat for pricing and packages. To qualify and create a lead on the system, assign it to a sales consultant for further follow-up.
• To sell / upsell products and services.
• Providing accurate information on product knowledge and pricing.
• Handling inbound calls received via 3CX on a daily basis and 24-hours on a rotational basis.
• Preparation for the listing and calling all new signed-up clients to remind them of their Estimated Delivery Date (EDD) and provide guidance on the steps to take when admitting to the hospital for delivery.
• Preparation and sending monthly birthday (child) greetings to clients via SMS blast system.
• Inform clients when storage is unsuccessful, i.e.: Low Cell Count (LCC).
• To call clients and inform them of abnormal findings, i.e.: contamination and infectious diseases on laboratory results, and obtain additional consent according to Standard Operation Procedures (SOP).
• Handling termination requests, convincing clients not to terminate their agreements, and sending a Letter of Assurance Letter.
• Monitoring and updating queries received from department emails.
• Creating cases in CRM for the daily enquiries received, assigning them to the relevant staff inter- or intra-department for closure if needed.
• Handling requests for transfer / treatment cases.

• Handling Complaint

• Handle in a professional manner to provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Investigate the root cause, inform the line manager, and find and get approval for a resolution and closure.
• Go the extra mile to engage customers.

• Any other duties / reporting /assignments / project that may be assigned by the line manager from time to time.

Qualification & Requirements

• Minimum Certificate or Diploma in Mass Communication, Business Administration, or equivalent

• Preferable graduate in bioscience or biotechnology

• Preferable 1-3 years\xe2\x80\x99 working experience in customer service, sales support, or a call centre.

• Fluent in English and Bahasa Melayu (Mandarin and Cantonese speaking is an advantage)

• Must be proficient in MS Office, i.e., Word, Excel, and PowerPoint, and have client relationship management knowledge. Computing skills and data

• Highly independent and organised

• Target-oriented

• Team player

• Positive attitude

• Pleasant personality

• Good communication skills

Job Type: Permanent Salary: RM2,500.00 - RM4,000.00 per month Schedule:

• Monday to Friday

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Care Specialist: 1 year (Preferred)

Language:

• Mandarin (Preferred)
• Bahasa (Preferred)

Expected Start Date: 07/01/2023